Customer Experience Consultant

At Maersk, we are committed to delivering world-class logistics and supply chain solutions while creating exceptional customer experiences. As a Customer Experience Consultant, you will serve as the primary point of contact for customers, ensuring the smooth execution of shipments while building strong, long-term customer relationships.

What you'll do

· Act as the primary point of contact for our customers.

· Build strong relationships and develop an understanding of each customer's business, service requirements, priorities, and expectations.

· Represent the customer's needs internally and maintain professional, proactive communication.

· Handle customer enquiries through applicable channels including phone, email, and cases.

· Ensure smooth execution of the end-to-end shipment lifecycle by working closely with customers and internal stakeholders.

· Proactively track shipments and identify deviations from the agreed transport plan.

· Inform customers of relevant changes or disruptions and provide potential alternatives or solutions where appropriate.

· Take ownership of customer issues and facilitate timely and effective resolution.

· Engage the appropriate operational and functional stakeholders when additional support is required.

· Follow up on outstanding customer requests to drive timely closure.

· Provide customers with accurate and timely information relating to shipment status, documentation, bookings, delivery schedules, invoices, and other applicable shipment matters.

· Set clear expectations and keep customers informed when there are changes to confirmed plans.

· Communicate professionally and with a solution-oriented, customer-centric approach.

· Work collaboratively with relevant Maersk teams to resolve customer needs. Internal role material identifies stakeholders including Area Product, Area Delivery, Area Sales, Area Finance, GSC/One Team Customer Service and Customer Service leadership, as well as operational functions.

· Take ownership of the overall customer experience.

· Identify recurring customer pain points and opportunities to improve processes.

· Actively seek continuous-improvement opportunities involving customers and internal or external stakeholders.

· Develop an understanding of the customer's business and supply-chain needs.

· Recognize opportunities to strengthen the customer relationship and support Maersk's broader product offering.

· Internal role material specifically includes upselling within the Customer Service Agent success measures.

We are looking for

• College or equivalent is required
• Logistics, Call center experience, and French is a plus
• Excellent interpersonal, problem solving, analytical and communications skills (verbal, written and presentation)
• Ability to build good working relationships (internal and external)
• Team player with proven ability to work under pressure
• Customer and result oriented, Proactiveness, Sense of urgency
• Organizational and Time management skills: multi-tasking and prioritizing, planning work activities efficiently to meet deadlines and high-level goals
  

Company Benefits:

• Medical
• Dental
• Vision
• RRSP+ Company Match
• Employee Assistance Program
• Paid Time Off
• Flexible Work Schedules (when possible)
• And more!

Pay Range: $60,000.00 - $65,000.00*

*The above stated pay range is the anticipated starting salary range for the 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.

#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.

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