Customer Experience Consultant

Maersk; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is looking for a dedicated Customer Experience professional to enhance customer satisfaction and streamline operations. In this role, you will be the primary point of contact for customers, ensuring smooth end-to-end shipment processes while proactively addressing any issues that arise. With a strong emphasis on relationship management and problem-solving, you will work closely with both customers and internal teams to deliver exceptional service. This is an exciting opportunity to contribute to a diverse and inclusive workplace where your insights can drive continuous improvement and operational excellence.

Qualifications

• 12 years of experience in shipping & logistics, preferably in customer servicing role.
• Proficient in MS Office tools including Outlook, Teams, and Excel.

Responsibilities

• Manage customer channels and ensure smooth shipment lifecycle.
• Proactively track shipments and notify customers of deviations.
• Seek continuous improvement opportunities for customer satisfaction.

Skills

Customer channel management

Case Management

Customer onboarding

Relationship management

Problem-solving

Communication

Education

12 years of experience in shipping & logistics

Tools

MS Office

Outlook

Teams

Excel

Job description

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):

1. Customer channel management
2. Case Management
3. Customer onboarding and relationship management
4. Contract and dispute management
5. and more.

Key roles and responsibilities:

1. Understanding of external factors impacting Customers supply Chain & understand their sense of urgency service needs drivers and desires.
2. Ability to align with customer expectations upfront & to be able to respond with suggested solutions.
3. Be the primary point of contact for own customers and ensure smooth of the end-to-end shipment lifecycle including the inland delivery by working closely with the customer as well as internal stakeholders.
4. Proactively track shipments and notify customers of relevant deviations from the transport plan (ocean and inland) including potential solutions or alternatives.
5. Be fully responsible for customer satisfaction across Maersk product offering (own customers).
6. Willingness to go the extra mile towards the customers & with focus on providing solutions.
7. In general actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.
8. Support our business success through deep understanding of our customers needs and implementation of customer solutions against their bundled offering.
9. Proactively monitor the performance of the solution utilizing metrics and other Key Performance Indicators.

Desired Profile:

1. Applicant must possess family book.
2. Must have 12 years of experience in the shipping & logistics industry preferably in customer servicing role.
3. Proficiency required in MS Office tools including Outlook, Teams, Excel.

Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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Required Experience: Contract