Customer Experience Consultant: Logistics & Shipments

Maersk; Ciudad de México; Presencial; MXN 360.000 - 480.000; Jornada completa

Descripción de la vacante

Maersk in Mexico City is seeking a customer-focused professional to own end-to-end customer experiences, resolve issues, and engage stakeholders to ensure timely cargo releases. You will handle inquiries across demurrage, detention, and rail storage, while following company procedures and legal requirements.

The role requires effective use of Salesforce/Case Management and a willingness to learn diverse databases and policies.

Formación

• Ability and desire to become well-versed in various databases, policies and procedures.

Responsabilidades

• Own and manage the end-to-end customer experience in compliance with company procedures.
• Take ownership of customer issues and facilitate timely and effective resolution by engaging relevant stakeholders to achieve customer satisfaction.
• Assist customers through direct contact with, but not limited to, the following: Import Demurrage, Import Detention and/or Rail Storage inquiries, payment procedures and processing.
• Utilize various internal and external systems to ensure the release of cargo is handled within established timeframes.
• Receiving requests and executing release against respective process while ensuring all legal and financial requirements are met.
• Education on all required rail/CY/terminal processes and procedures as it relates to billable party, free time, rates, etc.
• Researching, interpreting and applying service contract free time terms as required.
• Liaise with customers, 3rd party terminals, rail, and CY’s on process changes or improvements.
• Work within Salesforce/Case Management to address shipment related issues/inquiries through frequent/timely communication to full resolution as per agreed SLA.
• Understand implications and the impact on company revenue.
• Understand and be familiar with KPIs/procedures/objectives and act in line with set targets.
• Drive continuous improvement as part of our Lean Operating Model to reduce waste and drive efficiencies across our processes.
• Monitor agreed service levels, identify root cause when targets are not met, and advise management of potential service failures and/or trends.
• Consistently demonstrate in a manner loyal to the A.P. Moller – Maersk Group Core Values and Character.

Descripción del empleo

Maersk in Mexico City is seeking a customer-focused professional to own end-to-end customer experiences, resolve issues, and engage stakeholders to ensure timely cargo releases. You will handle inquiries across demurrage, detention, and rail storage, while following company procedures and legal requirements.

The role requires effective use of Salesforce/Case Management and a willingness to learn diverse databases and policies.