Senior Customer Experience Consultant

A.P. Moller - Maersk; Derby; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading logistics company seeks a Senior Customer Experience Consultant in Derby. The role involves building customer relationships, delivering proactive service, and identifying improvements. Ideal candidates are committed to excellence, possess strong communication skills, and thrive in a fast-paced environment.

Qualifications

• Proven success in customer service roles.
• Strong commercial awareness and optimization mindset.

Responsibilities

• Build strong relationships and understand customer needs.
• Deliver proactive customer service and solutions.
• Identify operational and financial process improvements.

Skills

Customer Service

Stakeholder Management

Analytical Skills

Communication

Job description

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Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

Are you committed to delivering a world class service to customers?

Do you have a proactive approach and a positive can-do mind-set?

Are you an excellent communicator, with the ability to take on multiple tasks in a constantly changing environment?

Come and join the successful and ambitious Maersk Customer Service team

This role is great for an individual who thrives within a fast paced, performance driven environment.. With exposure to internal and external stakeholders, you will be part of a talented, diverse team where your voice and ideas will be heard, and you can really make a difference.

This role will provide constant challenge, and the scope to learn in an open and friendly atmosphere. It is an opportunity to join a company that values employees, with a strong focus on continuous improvement and personal development.

This role will be based onsite at our Brand New Offices at East Midlands Gateway.

To be considered for this role, candidates must have the existing right to live and work in the UK.

Key Responsibilities

• You will actively build strong relationships and gain an understanding of a customer’s business; service needs and drivers.
• Ensure that solutions are clearly defined and agreed with the client and achieve these both independently and through team members.
• Working with your own customers, you will be their escalation point; owning their issues and engaging relevant stakeholders to facilitate timely and effective solutions.
• Delivering proactive customer service by keeping in regular contact with your customers by phone, regular service reviews and face to face meetings.
• To deliver a cost-efficient customer service solution, continuously identifying both operational and financial process improvements, whilst meeting or exceeding the client agreed Key Performance Indicators (KPI’s).
• Support with new client implementations and any additional product solutions.
• Where there is a risk to the customer experience, you will address and fix the root cause - constantly seeking ways to improve our service.
• You will reduce the need for service recovery by anticipating and solving problems before they happen.
• You will use your relationship with your customer base to increase revenue, by growing our share of wallet and promoting added value services.
• You will be a support and escalation point to the tea, drive the integration strategy.
• Work with the leader on upskilling the team and drive team engagement.
  
  

We are Looking For:

• Knowledge of shipping, supply chain or logistics industry
• A strong customer service background, with proven success in your current role.
• A strong commercial awareness; able to secure sales through service whilst maintaining a cost consciousness and optimization mindset.
• A good process understanding and continuous improvement mindset, you should have strong analytical skills and digital proficiency.
• Excellent stakeholder management – interpersonal and communication skills.
• Motivated by achieving results, and accustomed to high performance KPIs (Key Performance Indicators)
• With the ability to use rigorous logic and methods to solve difficult problems with effective solutions, you will be someone who can eliminate roadblocks and maintain focus.
• Someone who can lead by example and has proven success delivering results within a team, you should be approachable and willing to invest time in others.
• Excellent Stakeholder management-, interpersonal-, and communication-skills
• With a self-starter mindset, you will be well-organized and can work under pressure whilst keeping quality in focus.
• To be considered for this role, you must have the existing right to live and work in the UK/Ireland.
  
  

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.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Transportation, Logistics, Supply Chain and Storage

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