Customer Experience Specialist

Maersk; Polska; On-site; PLN 120,000 - 180,000; Full time

Job summary

Maersk in Poland seeks a logistics coordinator with 1–3 years of global forwarder experience to manage daily shipment operations and coordinate with clients, carriers and internal stakeholders.

You will ensure end-to-end process execution, provide value through strong business knowledge, and support customer retention while adhering to SOPs and striving for service excellence.

Qualifications

• 1–3 years of experience in Global Forwarder/ Logistics service company.
• Bachelor's degree in Logistics and Supply Chain Management preferred.
• Strong knowledge of BL, SI VGM, ISF, AMS, LCL, FCL.
• Excellent oral and written communication.
• Detail oriented and able to work under pressure.

Responsibilities

• Primary point of contact for stakeholders for daily operations activities.
• Execute, manage and monitor end-to-end shipment process.
• Orchestrate the overall flow of an end-to-end shipment.
• Provide value through business knowledge and customer-centric approach.
• Maintain communication with clients, carriers, and internal stakeholders.
• Identify deviations and advise improvements to SOPs/IOPs.
• Support cross-sell/up-sell and customer retention.
• Report on KPI performance and ensure service quality.

Skills

Customer service orientation

Communication skills

Team player

Education

Bachelor's degree in Logistics and Supply Chain Management

Tools

MS Excel

Job description

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. We Offer Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded. On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities. On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities:

• Primary point of contact for stakeholders for daily operations activities.
• Execute, manage and monitor the end-to-end shipment process on behalf of customer supply chain operation department.
• Orchestrator the overall flow of an end-to-end shipment.
• Provide value creation to the customers through effective business solutions by having good business knowledge, process understanding and customer-centric approach.
• Maintain effective communication with clients, carriers, suppliers, and internal stakeholders to ensure smooth logistics operations and timely resolution of issues.
• Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins and/or Service failures, providing insights and recommendations for enhancing operational efficiency.
• Responsible for cross sell/up sell, customer retention.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.
• Respond to all enquiries in a timely and accurate manner & escalated difficulty as defined in SOPs / IOPs.
• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.
• Work with the Key Client Managers / Commercial team to establish and strengthen customer relationship.
• Comply to specific customer SOP and monitor respective Key Performance Indicator/s.
• Execute reports or other tasks assigned by Team Leader/Manager.

Who we are looking for:

• Ideally someone who has at least 1-3 years experience in Global Forwarder/ Logistics service company.
• Bachelor's Degree - preferred major or minor in Logistics and Supply Chain Management.
• With strong knowledge and experience in BL, SI VGM, ISF, AMS, LCL, FCL, MS Offices (i.e., MS Excel). Passion to drive closures & high-level customer service orientation – Customer Centricity. Willingness to learn and develop. Excellent in both oral and written communication skills, with the ability to communicate confidently for coordination with stakeholders. Detail oriented, well-organized and able to work under pressure. Team player with a positive and proactive attitude.

Amenable to work in Ho Chi Min City, Sofic Tower, Vietnam.

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.

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