Customer Experience Specialist
1 week ago
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 smooth 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: Manage vendor relationships and consolidate shipments without physical cargo execution.
- Logistics Expertise: Cross-sell and upsell logistics and services products to customers, leveraging knowledge of shipping, supply chain, and logistics industry.
- Communication: Proactively track shipments, notify customers of relevant deviations, and provide 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: Analytical and problem-solving skills, with the ability to work under pressure while maintaining quality.
- Digital Proficiency: Good process understanding and digital proficiency, with experience in CargoWise 1 preferred.
- Microsoft Office: Strong Microsoft Office skills, including ability to work with various software applications.
Compensation: The base salary for this position is AUD 75k, plus super and annual bonus.
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