Customer Experience Consultant

Maersk Norge AS; Bærum; On-site; NOK 550,000 - 750,000; Full time

Benefits offered by this job

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Job summary

Maersk Norge AS in Oslo is seeking a Customer Experience Consultant to be the primary point of contact for your portfolio of customers, advocating for them internally and ensuring the end-to-end shipment lifecycle runs smoothly.

You will build strong relationships, push digital adoption, and continuously pursue process improvements across internal and external stakeholders to deliver exceptional service. English and Norwegian proficiency is required.

Qualifications

• Strong problem-solving skills.
• Experience in Logistics/Ocean transport preferred.
• Proficiency in English and Norwegian.

Responsibilities

• Improve Customer Experience and Drive Operational Excellence
• Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership
• Align and coordinate with multiple external and internal stakeholders on customer specific requirements with IOP and SOP as outputs.
• Promote digital adoption and self-service solutions to maintain a reliable and consistent service delivery at scale.
• 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
• 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.
• 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

Skills

Strong problem-solving skills

Logistics/Ocean transport experience

English and Norwegian proficiency

Job description

Serve as primary contact for customers, advocate internally, and ensure smooth shipment lifecycle execution. Promote digital adoption and drive continuous improvement.

• Strong problem-solving skills
• Experience in Logistics/Ocean transport preferred
• Proficiency in English and Norwegian
• Growth and development opportunities
• Exposure to multinational environment
• Vacation Houses Lottery

Customer Experience Consultant

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.

Opportunity - Customer Experience Consultant

As a Customer Experience Consultant in our Oslo office you will be the primary point of contact for your portfolio customers from and act as an advocate for these customers, internally within Maersk.

The Customer Experience Consultant is crucial in delivering exceptional service to our customers in the Maersk environment. This role encompasses various activities to ensure customer satisfaction and smooth execution of the end-to-end shipment lifecycle by building a strong relationship with customers.

The Customer Experience Consultant acts and communicates proactively to keep customers informed of any issues or changes, addresses root causes and seeks continuous improvements and is constantly looking for ways to improve work processes. The agent also will be able to work independently and assists the team in realizing goals and standards and shares knowledge and best practices.

Key Responsibilities

Improve Customer Experience and Drive Operational Excellence

Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership

Align and coordinate with multiple external and internal stakeholders on customer specific requirements with IOP and SOP as outputs.

Promote digital adoption and self-service solutions to maintain a reliable and consistent service delivery at scale.

Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information. Specialists/Operations etc

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

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.

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

We are looking for

Strong problem-solving skills

Strong preference for candidates with experience in Logistics/Ocean transport.

Proficiency in both written and verbal communication in English and Norwegian is required,

We are looking for a motivated, persistent and enthusiastic person with a can-do attitude and a passion for solving complex issues

Customer first mindset: You are good at forming relationships and able to understand the customers requirement and turn these into solutions. You understand the value the customer brings to Maersk and are able to find and implement solutions that are mutually beneficial to the customer and Maersk

Stakeholder management: You are able to manage both internal and external stakeholders and are able to be persuasive towards achieving the objectives set for the accounts. You are comfortable handling customer complaints and are able to defuse conflicts early. Ability to influence without authority is a must.

We Offer

When you join our team, you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create, and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view.

Be part of the world's largest container shipping company.

Exposure to multinational environment/culture.

Room for growth and development.

Enhancing personal skills.

Soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers' expectations.

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