Senior Customer Experience Consultant

Damco Spain SL; Doha; On-site; QAR 120,000 - 180,000; Full time

Job summary

Maersk in Doha seeks an experienced professional to onboard new customers, coordinate across internal and external teams, and drive operational excellence throughout the shipment cycle.

You will collaborate with the Global CX Consultant network, manage routine escalations, and provide proactive insights to ensure service continuity and growth in Qatar.

Qualifications

• 5+ years of relevant experience.
• Ownership and strong customer orientation.
• Effective communication and data-savvy mindset.
• Knowledge of Lead Logistics, Landside/First mile, Depots & Customs.

Responsibilities

• Onboard new customers on standard processes and digital platform to establish a strong partnership foundation.
• Align with internal/external stakeholders on customer requirements using IOP/SOP outputs.
• Serve as primary contact for assigned customers with timely information.
• Execute transactional activities with customers and internal stakeholders per IOP/SOP.
• Orchestrate end-to-end shipment cycles through cross-functional collaboration.
• Coordinate with Global CX Consultant network for consistent service delivery.
• Address routine exceptions and escalate non-routine issues with contingency plans.
• Provide insights on potential service disruptions and develop continuity plans.
• Facilitate monthly business reviews to discuss performance and future priorities.

Skills

Ownership

Customer Orientation

Effective Communication

Data Savvy

Lead Logistics Knowledge

Job description

• Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership. Person will be responsible to Improve Customer Experience and Drive Operational Excellence.
• Align and coordinate with multiple external and internal stakeholders on customer specific requirements with Internal Operating Procedure (IOP) and Standard Operating Procedure (SOP) as outputs.
• 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
• Coordinate closely with the Global CX Consultant and the network of CX Consultants across other locations for a consistent service delivery
• 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.
• Manage first level of operational escalations and non-routine exceptions, including establishing contingency plans to mitigate impact.
• Proactively provide insights to customers on potential service disruptions and work with them in developing business continuity or recovery plans.
• Facilitate regular monthly business reviews with customers to discuss performance and align on future plans and priorities

Enable Growth

• 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.
• Collaborate with customers on strategic projects and initiatives that deliver immediate to near-term tangible business outcomes.

Accountable for:

• Driving customer satisfaction and achieving customer-specific KPI and SLA pertinent to locally managed business.
• Delivering operational excellence to provide seamless customer experience while maximizing individual productivity
• Supporting growth by tapping opportunities for additional revenue streams and following up on customer contract fulfilment
• Creating additional value for customers by partnering on initiatives aimed at achieving their business objectives

Key metrics:

• Value-Enhancing Business Impact
• 5+ years of relevant experience. Ownership, Customer Orientation (Advanced)
• Effective Communication, Data Savvy (Proficient).
• Product knowledge in Lead Logistics, Landside/First mile, Depots & Customs

Qatar (Regional) Experience is mandatory.

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.

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