Customer Experience Consultant

APM Terminals; Oslo; On-site; NOK 700,000 - 900,000; Full time

Benefits offered by this job

Multinational environment

Growth opportunities

Customer-focused training

Job summary

Maersk is seeking a Customer Experience Consultant to enhance the end-to-end shipment lifecycle, building strong customer relationships and proactively communicating about issues or changes. You will drive improvements, onboard new customers to standard processes, and align with stakeholders to meet requirements using IOP and SOP outputs.

The role emphasizes digital adoption, exceptional service, and upselling opportunities to strengthen contract fulfillment and overall customer satisfaction.

Qualifications

• Strong problem-solving abilities to address complex issues.
• Experience in Logistics/Ocean transport is preferred.
• Excellent written and verbal English and Norwegian.
• Customer-first mindset with relationship-building skills.
• Ability to influence internal and external stakeholders.

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 external and internal stakeholders on customer requirements with IOP and SOP outputs
• Promote digital adoption and self-service solutions for reliable service at scale
• Serve as primary point of contact for assigned customers with timely information
• Execute transactional activities with customers and internal stakeholders
• Orchestrate end-to-end shipment cycle through cross-functional collaboration
• Address routine exceptions independently within Maersk network
• Drive continuous improvement to increase efficiency
• Upsell and cross-sell by identifying opportunities
• Reinforce contract fulfillment through regular customer check-ins with Sales/Product

Skills

Problem-solving

Logistics experience

English & Norwegian

Customer mindset

Stakeholder management

Job description

Opportunity

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.

Required Qualifications

• 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
• You are 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.

Vacation Houses Lottery #RPO #LI-PW1

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].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.