Customer Experience Partner

Maersk; 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

Maersk is seeking a Logistics Specialist or Customer Experience Partner to deliver industry-leading customer experience and support the setup of operations structure for the Vestas Control Tower experience and execution.

You will manage end-to-end supply chain requirements, build long-term relationships with customers and 3PLs, and lead cross-functional teams to meet KPIs and SOPs. A strong background in SCM, systems proficiency, and excellent communication are essential.

Qualifications

• 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

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 MODS

myMAERSK

Communication skills

Agile

Customer oriented

Tech savvy

Troubleshooting

Analytical skills

Logistics knowledge

Independent work

System proficiency

Commercial awareness

Decision making

Interpersonal skills

Conflict resolution

Organized / self-directed

MS Office

Education

High school diploma or equivalent

BA/BS preferred

SCM experience

Tools

Maersk systems

EDI systems

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: $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.

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