Customer Experience Consultant

Damco Spain SL; Sydney; Hybrid; AUD 80,000 - 120,000; Full time

Job summary

Maersk in Sydney is seeking a Customer Experience Consultant to manage the customer experience across the end-to-end shipment lifecycle. You will be the primary contact for customers via all channels and collaborate with internal teams to ensure smooth execution of shipments.

You will understand factors affecting the customer's supply chain, respond with proactive solutions, and strive for high satisfaction while identifying opportunities to cross-sell logistics services.

Qualifications

• Knowledge of shipping, supply chain or logistics industry preferred.
• Excellent stakeholder, interpersonal, and communication skills.
• Energetic, well-organized, and self-initiated.
• Analytical and problem-solving abilities.
• Good process understanding and digital proficiency.

Responsibilities

• Be the primary point of contact for customers across channels and ensure smooth end-to-end shipment lifecycle.
• Understand external factors impacting customer’s supply chain and their urgency and needs.
• Align with customer expectations upfront and respond with solutions.
• Cross-sell and upsell logistics and services to customers.
• Proactively track shipments and notify customers of deviations with potential solutions.
• Maintain a focus on providing solutions and going the extra mile for customers.

Skills

Customer relationship management

Stakeholder management

Interpersonal skills

Communication skills

Analytical thinking

Problem solving

Digital proficiency

Microsoft Office

Resilience under pressure

Tools

Microsoft Office

Job description

The Customer Experience Consultant is responsible formanaging the customer experience of customers by identifying issues proactively, building strong relationship with customers and identifying solutions which benefits both Maersk and the customer.

Job Description:

• Be the primary point of contact for customers via all communication channels and ensure smoothexecution of the end-to-end shipment lifecycle, by working closely withthe customer as well as internal stakeholders.
• Understanding of external factors impacting Customer’s supply Chain &understand their sense of urgency, service needs, drivers and desires.
• Ability to align with customer expectations upfront & to be able torespond with suggested solutions.
• Be fully responsible for customer satisfaction across Maersk productoffering.
• Cross-sell & upsell Logistics and Services products to customers.
• Responsible for vendor management and shipment order consolidation planning, without physical cargo execution.
• Proactively track shipments and notify customers of relevantdeviations from the transport plan including potential solutions oralternatives.
• Willingness to go the extra mile towards the customers & with focus onproviding solutions.

Job Requirements:

• Knowledge of shipping, supply chain or logistics industry preferred
• Excellent Stakeholder management-,interpersonal-, and communication-skills
• Energetic, well-organized, and self-Initiated
• Analytical and problem-solving skills
• Good process understanding &digital proficiency
• Strong Microsoft office skills
• Ability to work under pressurekeeping quality in focus
• Strong cost conscious and optimization mindset

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 are happy to support your need for any adjustments during the application and hiring process.