Customer Experience Partner

APM Terminals; Charlotte (NC); On-site; USD 52,000 - 65,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Job summary

APM Terminals is seeking a Logistics Specialist or Customer Experience Partner to drive industry-leading customer experience and support the setup of operations structure within the Vestas Control Tower program. You will monitor day-to-day operations and coordinate with Maersk client teams and external 3PLs to ensure KPIs are met.

The role requires strong relationship-building with clients and internal stakeholders, plus the ability to troubleshoot issues and lead the Global Service Centre staff

Qualifications

• Highschool diploma or equivalent required; BA/BS preferred.
• 3–5 years of SCM or shipping operations experience.
• Client management experience preferred.

Responsibilities

• Understand the supply chain of Maersk Client account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs.
• Builds and maintains long term relationship with customer, and internal operational and customer service network.
• Builds and maintains long term relationship with main 3PLs/2PLs like Ocean carriers, to work on constant improvements to the operation meeting the customer’s requirements.
• Builds and maintains long term relationship with internal stakeholders related to the account in other regions and with the Global account team (GPD, KCM and GCT).
• Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Program Manager and or KCM, where applicable.
• Act as team lead and escalation point for customer issues and questions
• Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account.
• Support the team with Fin OPs process knowledge to ensure the proper process is followed and GP is generated accordingly to what has been agreed for the account.
• Maintain IOPs, SOPs and KPIs in accordance with business changes
• Analyze gaps between operational service levels and data output and make recommendations to address identified gaps.
• Prepare and present KPIs and other program initiatives to internal Maersk stakeholders
• Assist and coordinate new tactical and operational projects initiated by the client and/or Maersk
• Act as a bridge between origin team and the client to improve the understanding and facilitate the communication, i.e. assist client to understand origin operations and vice versa assist origins to understand client’s requirement, expectation and business model
• Investigate EDI failure and analyze inputs to determine where/why error occurred.
• Coordinate with key systems/origin personnel to drive change where needed and improve EDI performance
• Setup checking mechanism on key operations elements and monitor exceptions to reduce the chance of service issues
• Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies.
• Performs other position related duties as specified by management

Skills

Maersk systems

Excellent written and verbal comms

Agile

Tech savvy

Troubleshooting/Problem-solving

Team leadership

Education

Highschool Diploma or Equivalent

BA/BS preferred

Tools

Maersk systems

MS Office

Job description

The Logistics Specialist or Customer Experience Partner is responsible for delivering industry leading customer experience, assisting the setup of operations structure and monitoring the day-to-day operations of the Vestas Control Tower experience and execution.

Responsibilities

• Understand the supply chain of Maersk Client account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs
• Builds and maintains long term relationship with customer, and internal operational and customer service network.
• Builds and maintains long term relationship with main 3PLs/2PLs like Ocean carriers, to work on constant improvements to the operation meeting the customer’s requirements.
• Builds and maintains long term relationship with internal stakeholders related to the account in other regions and with the Global account team (GPD, KCM and GCT).
• Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Program Manager and or KCM, where applicable.
• Act as team lead and escalation point for customer issues and questions
• Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account.
• Support the team with Fin OPs process knowledge to ensure the proper process is followed and GP is generated accordingly to what has been agreed for the account.
• Maintain IOPs, SOPs and KPIs in accordance with business changes
• Analyze gaps between operational service levels and data output and make recommendations to address identified gaps.
• Prepare and present KPIs and other program initiatives to internal Maersk stakeholders
• Assist and coordinate new tactical and operational projects initiated by the client and/or Maersk
• Act as a bridge between origin team and the client to improve the understanding and facilitate the communication, i.e. assist client to understand origin operations and vice versa assist origins to understand client’s requirement, expectation and business model
• Investigate EDI failure and analyze inputs to determine where/why error occurred.
• Coordinate with key systems/origin personnel to drive change where needed and improve EDI performance
• Setup checking mechanism on key operations elements and monitor exceptions to reduce the chance of service issues
• Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies.
• Performs other position related duties as specified by management

Key Competencies

• Maersk systems, including MODS, myMAERSK Supply Chain.
• Excellent written and verbal communication skills
• Agile, Customer and people oriented
• Tech savvy
• Troubleshooting and problem-solving skill

Education & Experience

Highschool Diploma or Equivalent required; BA/BS preferred 3-5 years of SCM or similar industry experience Solid SCM / Shipping operations background. Client Management experience preferred

Technical Skills

• A strong execution minded individual with strong financial technical skills, analytical ability, good judgment and strong operational focus including an understanding of systems.
• Analytical skills Knowledge of logistics market Focus on delivering work in high quality
• Ability to work independently with little supervision
• Proficiency in Maersk systems
• Good commercial awareness
• Ability to make decisions in the absence of management
• Excellent interpersonal and communication skills
• Excellent conflict resolution and problem-solving skills
• A well organized and self-directed individual who is a team player.
• Strong and current knowledge of technology platforms, MS Office products, and ability to quickly adapt to new software

Salary & Benefits

Salary: $52,000 - $65,000*

Benefits: Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match

* The above stated pay range is the anticipated starting salary range for this position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Notice to applicants applying to positions in the United States You must be authorized to work for any employer in the U.S.

Equal Employment Opportunity & Diversity

APM Terminals is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities who are applying for positions in the U.S. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law #LI-XC1 #RPO 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.

Company Overview

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.