CX Consultant

Damco Spain SL; Charlotte, Northern (NC, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Job summary

Maersk is seeking a National Customer Service CX Consultant to support the National Account Sales Program and ensure 24/7 continuity. You will handle customer inquiries by phone and email, track and trace shipments, and enter returns for selected accounts, communicating with customers and escalation teams daily.

This role requires strong problem-solving and communication skills, with the ability to work remotely and cover after-hours shifts to support national accounts and Maersk stations

Qualifications

• Excellent phone communication and customer service skills.
• Proficient with internet-based tools and email.
• Ability to manage multiple tasks and prioritize effectively.
• Strong written and verbal communication abilities.
• Willingness to work remotely to support business continuity.
• Detail-oriented with good follow-through.

Responsibilities

• Monitor shipments and review special requirements to meet delivery/pick-up expectations.
• Make outgoing calls to follow up on shipment status.
• Resolve shipment issues and update customers accordingly.
• Coordinate with Maersk stations and partners on escalations.
• Document and manage case interactions in the system.
• Provide after-hours coverage as needed to support National Accounts.

Skills

Phone manner

Internet savv y

Multitasking

Organizational skills

Remote work readiness

Attention to detail

Job description

The National Customer Service CX Consultant supports the National Account (NA) Sales Program and ensures 24/7/365 Business Continuity. CX Consultants process customer inquiries via phone and email. They track and trace shipments and enter returns for specific accounts. They are responsible for day-to-day communication with National Account customers, as well as problem solving escalations as it relates to customer pick-up and deliveries. CX Consultants provide phone coverage for all Maersk stations after business hours.

Key Responsibilities

• Monitor (Track) shipments and review any special requirements toensure delivery and/or pick-ups expectations are met.
• Make outgoing phone calls to follow up on shipment status
• Assist in resolving shipment issues and updating customers
• Assist and support Maersk stations and Agent City Partners
• Monitor Case Management for any customer inquiries and assist i providing answers directly back to the customer
• Communicate with Maersk stations and Agent City Partners whenresolving shipment issues or escalations
• Attend calls and meetings as required
• Follow published procedures and SOPs for National Accounts and bring modifications to management’s attention
• Conduct monthly “Wellness” Calls and document into CaseManagement
• Update weekly Customer Temperatures
• Review MGF Performance Dashboard
• Master any outside customer applications
• Flexible with schedule when colleague shifts need to be cover
• Perform other duties as assigned by management
• High energy individual with excellent oral and written communication

Skills

• Superior phone manner
• Internet savey
• Ability to handle multiple functions
• Good organization and problem-solving skills
• Work remotely to ensure necessary tasks are completed during business continuity
• Detailed oriented

*The stated pay range is the anticipated starting salary and may be adjusted based on market conditions, experience, and location. Final compensation will be discussed directly with the selected candidate(s) in compliance with all applicable laws.

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

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