ICX Customer Experience Consultant

Maersk; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A global logistics company in Cape Town is seeking an experienced professional to manage end-to-end shipment processes for small/mid-sized customers. You will work closely with various internal stakeholders to ensure customer satisfaction and operational efficiency. The ideal candidate will have 3 to 5 years of relevant experience, strong knowledge of supply chain operations, and excellent communication skills. This role offers the opportunity to work in a diverse and inclusive environment.

Qualifications

• 3 to 5 years relevant experience in the field.
• Strong knowledge of supply chain operations.
• Ability to manage competing priorities under pressure.

Responsibilities

• Manage end-to-end shipment process for customers.
• Ensure timely resolution of customer issues.
• Coordinate ocean shipments and logistics operations.
• Build relationships with stakeholders to improve customer experience.

Skills

Shipping and logistics experience

Stakeholder management

Customer service excellence

Analytical skills

Problem-solving skills

Job description

What we offer

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

Key responsibilities

• Manage the end-to-end shipment process for small/mid-sized customers (Essential Services Customers) in compliance with all company procedures.
• Ensure timely and effective resolution of customer issues by engaging relevant internal stakeholders.
• Handle a customer portfolio and perform financial situation follow-up, as well as overall business customer business knowledge.
• Execute all assigned tasks efficiently and with a responsibility and open mindset for changes and adjustments.
• Respond promptly to daily emails and calls (external/internal) and provide excellent customer service.
• Coordinate ocean shipments and logistics while processing all needed work.
• Build strong relationships with all stakeholders, including offshore GSC teams, to deliver a positive customer experience and ensure a smooth execution of the end-to-end shipment life cycle.
• Work closely with customers and internal teams to ensure a smooth execution of the end-to-end shipment life cycle.
• Demonstrate problem-solving and critical thinking skills, as well as excellent interpersonal and communication skills.
• Energetic, well-organized, self-initiated, and good coordination skills are a must.

Who we are looking for

Someone with:

• 3 to 5 years’ relevant experience in shipping, clearing, freight forwarding or logistics
• Strong knowledge of supply chain operations and customer service excellence
• Proven stakeholder management and communication capabilities
• Analytical, organized, and digitally savvy
• Able to operate under pressure and manage competing priorities
• Execution-oriented with a cost-conscious mindset

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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