Customer Experience Consultant (based in Selangor, Malaysia)

Maersk; Petaling Jaya; On-site; MYR 30,000 - 45,000; Full time

Job summary

Maersk, un leader mondial en logistique intégrée, cherche un consultant en expérience client basé à Petaling Jaya. Le rôle inclut la gestion de documentation, le développement de relations avec les clients, et l'amélioration continue de la satisfaction client. Rejoignez une entreprise engagée envers la diversité et l'inclusion, offrant une carrière dynamique et des opportunités de développement.

Benefits

Programme de développement de carrière

Plan d'apprentissage complet en service client

Qualifications

• 0-2 ans d'expérience dans l'industrie.
• Bonne maitrise de l'anglais écrit et parlé.
• Capacités de présentation et communication excellentes.

Responsibilities

• Gérer les instructions d'expédition et coordonner les processus de facturation.
• Établir des relations clients solides et être le point de contact principal.
• Suivre les expéditions et notifier les clients des écarts par rapport au plan.

Skills

Communication

Analytical Skills

Problem Solving

Education

Logistic & Supply Chain Management

Tools

Excel

Job description

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.

We are looking for a customer experience consultant to be based in our Selangor, Malaysia office.

We Offer

• An exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with a focus on creating valuable relations with our customers.
• A fun-filled and motivating workplace.
• Career development program
• A comprehensive learning and development plan in Customer Service including soft skills and communica-tions skills
• End-to-end knowledge of shipping/freight forwarding and cross-functional projects

Key Responsibilities

Documentation and Coordination
• Prepare and manage shipping instructions, send them to carriers.
• Estimate Verified Gross Mass (VGM) and validate Bills of Lading.
• Send pre-alerts to destinations and ensure system updates.
• Coordinate billing processes with the Finance department.

Customer Relationship Management
• Onboard customers and build strong, collaborative relationships with both new and established clients.
• Serve as the primary point of contact for customers, ensuring smooth execution of the end-to-end shipment lifecycle by working closely with customers and internal stakeholders.
• Understand external factors impacting customers' supply chains, align customer expectations upfront, and respond with appropriate solutions.
• Lead digital adoption discussions, cross-sell and upsell logistics and services products, and conduct performance reviews with customers.

Continuous Improvement and Stakeholder Engagement
• Take full responsibility for customer satisfaction across Maersk product offerings.
• Manage vendors and plan shipment orders without physical cargo execution.
• Proactively track shipments, notify customers of deviations from the transport plan, and suggest potential solutions and alternatives.
• Demonstrate a willingness to go the extra mile for customers, focusing on providing effective solutions.
• Actively seek and implement continuous improvement opportunities in relation to both customers and in-ternal/external stakeholders.

We are looking for

• 0-2 years of industry experience, with academic knowledge in logistic & supply chain management
• Good command of written and spoken English
• Excellent communication and presentation skills
• Good Excel and analytical skills
• A change agent, always ready to try new initiatives
• Able to work independently and a team player
• A problem solver with a positive attitude
• Exhibit professionalism and friendliness

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.
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