Senior Customer Experience Consultant

A.P. Moller - Maersk; Dubai; On-site; AED 150,000 - 230,000; Full time

Job summary

Maersk in the United Arab Emirates (Dubai) is hiring for a customer experience professional to onboard new customers, align with stakeholders, and drive operational excellence. You will be the primary contact for assigned accounts, manage daily communications, and ensure timely information flow across functions.

You will orchestrate end-to-end shipment cycles, identify improvement opportunities, and support growth through upselling where applicable while maintaining strong KPIs and service

Qualifications

• 3-4 years of relevant experience. Ownership, Customer Orientation (Advanced).
• Effective Communication, Data Savvy (Proficient).
• Problem Solving Skills.
• Product knowledge in Lead Logistics, Landside/First mile, Depots & Customs.

Responsibilities

• Onboard new customers using standard processes and digital platforms to establish a strong partnership.
• Coordinate with internal/external stakeholders to align on customer requirements via IOP/SOP outputs.
• Be primary contact for assigned customers, delivering timely, accurate information daily.
• Execute transactional activities per IOP/SOP with customers and stakeholders.
• Lead end-to-end shipment cycles through cross-functional collaboration for seamless CX.
• Coordinate with Global CX Consultant for consistent service delivery.
• Address routine exceptions independently to mitigate impact.
• Drive continuous improvement to enhance efficiency and ease of doing business with Maersk.
• Manage first-level escalations and non-routine exceptions, including contingency planning.
• Provide insights to customers on potential disruptions and develop recovery plans.
• Facilitate monthly business reviews with customers to discuss performance and future plans.

Skills

Ownership

Customer Orientation

Effective Communication

Data Savvy

Problem Solving

Product knowledge (Lead Logistics, L/L

Job description

Job Description:

• Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership. Person will be responsible to Improve Customer Experience and Drive Operational Excellence.
• Align and coordinate with multiple external and internal stakeholders on customer specific requirements with Internal Operating Procedure (IOP) and Standard Operating Procedure (SOP) as outputs.
• Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information.
• Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders.
• Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience
• Coordinate closely with the Global CX Consultant and the network of CX Consultants across other locations for a consistent service delivery
• Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network.
• Drive continuous improvement to improve efficiency and ease of doing business with Maersk.
• Manage first level of operational escalations and non-routine exceptions, including establishing contingency plans to mitigate impact.
• Proactively provide insights to customers on potential service disruptions and work with them in developing business continuity or recovery plans.
• Facilitate regular monthly business reviews with customers to discuss performance and align on future plans and priorities

Enable Growth

• Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.
• Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales/Product to improve contract fulfillment ratio.

Value-Enhancing

• Collaborate with customers on strategic projects and initiatives that deliver immediate to near-term tangible business outcomes.

Accountable for:

• Driving customer satisfaction and achieving customer-specific KPI and SLA pertinent to locally managed business.
• Delivering operational excellence to provide seamless customer experience while maximizing individual productivity
• Supporting growth by tapping opportunities for additional revenue streams and following up on customer contract fulfilment
• Creating additional value for customers by partnering on initiatives aimed at achieving their business objectives

Key metrics:

• Customer Satisfaction i.e. Net Promoter Score
• Customer-felt KPI/SLAs
• Process specific KPI/SLAs
• Service Package Compliance
• Productivity
• Upselling/Cross Selling
• Volume Conversion/Contract Fulfillment
• Value-Enhancing Business Impact

Key competencies:

• 3-4 years of relevant experience. Ownership, Customer Orientation (Advanced)
• Effective Communication, Data Savvy (Proficient).
• Problem Solving Skills
• Product knowledge in Lead Logistics, Landside/First mile, Depots & Customs

UAE National with a family book.

We're committed to embracing the rich geographical diversity present in the communities where we operate, including here in the UAE. Alongside our dedication to fostering an inclusive workplace environment, we're actively supporting Emiratization initiatives set forth by the UAE government, ensuring the meaningful and efficient employment of its citizens. While we welcome applications from all qualified candidates for this position, we are currently prioritizing candidates that hold a UAE Family book.

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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Requirements: