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Customer Experience Specialist

2 months ago

Melbourne, Victoria, Australia Maersk Logistics & Services Australia Pty Ltd Full time

About the Role:

The Customer Experience Specialist is a key position within Maersk Logistics & Services Australia Pty Ltd, responsible for delivering exceptional customer experiences across the entire shipment lifecycle. This role requires a strong understanding of customer needs, a proactive approach to issue resolution, and excellent communication skills to build strong relationships with customers and internal stakeholders.

Key Responsibilities:

  • Customer Management: Serve as the primary point of contact for customers, ensuring seamless execution of shipments and providing timely updates on any deviations from the transport plan.
  • Supply Chain Analysis: Understand external factors impacting customers' supply chains, including their sense of urgency, service needs, drivers, and desires.
  • Solution Development: Align with customer expectations upfront and respond with suggested solutions to meet their needs.
  • Vendor Management: Oversee vendor management and shipment order consolidation planning, without physical cargo execution.
  • Logistics Expertise: Cross-sell and upsell Logistics and Services products to customers, leveraging knowledge of shipping, supply chain, or logistics industry.
  • Communication: Proactively track shipments and notify customers of relevant deviations, providing potential solutions or alternatives.

Requirements:

  • Industry Knowledge: Strong understanding of shipping, supply chain, or logistics industry.
  • Stakeholder Management: Excellent stakeholder management, interpersonal, and communication skills.
  • Analytical Skills: Energetic, well-organized, and self-initiated, with analytical and problem-solving skills.
  • Digital Proficiency: Good process understanding and digital proficiency.
  • Software Skills: Experience with CargoWise 1 preferred, with strong Microsoft office skills.
  • Pressure Management: Ability to work under pressure, maintaining quality in focus.
  • Cost Consciousness: Strong cost-conscious and optimization mindset.

Compensation: AUD 75k base + super + annual bonus.