Customer Experience Associate - Spanish

A.P. Moller - Maersk; Pasig; On-site; PHP 391,000 - 614,000; Full time

Job summary

Maersk seeks a Customer Experience professional in Pasig, Philippines to support onboarding, case and contract management, and cross-functional collaboration with offshore teams. You will help deliver a smooth end-to-end shipment lifecycle and drive customer satisfaction.

Required: 2+ years in customer service within shipping/supply chain, fluency in Spanish and English, knowledge of Salesforce/SAP and MS Excel preferred; willingness to work midshift and on-site.

Qualifications

• Bachelor's degree in logistics or customs administration or related field.
• At least 2 years in customer service transactions in shipping/forwarding/supply chain.
• Excellent Spanish and English written and spoken communication.
• Knowledge of Salesforce/SAP and MS Excel is advantageous.
• Strong stakeholder management skills and ability to work with cross-functional teams.

Responsibilities

• Customer experience management, including onboarding, case management and relationship management.
• Assist customers with issues, coordinating with local and offshore teams to resolve exceptions.
• Deliver a positive customer experience and ensure a smooth end-to-end shipment lifecycle.
• Manage customer satisfaction and understand customers' business drivers.

Skills

Customer service

Stakeholder management

Communication (Spanish & English)

Relationship building

Adaptability

Education

Bachelor's degree in Logistics/Customs Administration

Tools

Salesforce

SAP

MS 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 organization 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.

We Offer

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.

Key Responsibilities

• Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):
  • Customer channel management
  • Case Management
  • Customer onboarding and relationship management
  • Contract and dispute management, and more.
• Assist customers with their issues keeping close communication with our co-workers locally or overseas to ensure prompt handling of exceptions or concerns.
• Deliver a positive customer experience for all customers and ensure a smooth execution of the end-to-end shipment lifecycle by working closely with the customer and internal teams.
• Is responsible for customer satisfaction and has experience with customer interaction.
• Understand customers' business drivers, needs and requirements and build strong relationships with all stakeholders including offshore GSC teams.
• Handle incoming customer services queries, issues and exception management.
• May support the Customer Experience Partner and internal teams.
• Attend to export- or import-specific processes as assigned in the team, namely:
  • Complete import/export process, complying with SLAs and global process design.
  • Facilitate completion of documentation process, closing of open export and import tasks.
  • Support with proactive activities that facilitate smooth cargo readiness and delivery order to ensure high levels of customer experience and avoid additional costs.
  • Work in close coordination with Area Partners on needed follow up to ensure smooth delivery of cargo to the customer as per agreed contract terms.

Qualifications

• Graduate of any 4-year bachelor's degree (preferably Logistics/Customs Administration)
• At least two (2) years’ experience in customer service transactions/processes and dealing with direct customers in shipping/forwarding/supply chain industries.
• Excellent Spanish and English communication skills both written and verbal.
• Knowledge of Salesforce/ SAP and MS Excel is an advantage.
• Above-average stakeholder management skills.
• Amenable to work during Philippine holidays
• Willing to work midshift, site based working arrangement.

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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