Maersk
Sr Customer Experience and Operations Partner
Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.
At Maersk, we believe in the power of diversity, collaboration, and continuous learning, and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.
Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let’s sail towards a brighter, more sustainable future with Maersk.
What we offer:
This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high-paced environment. You will focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized, and well rewarded.
You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society, and for each other.
The opportunity:
The primary role of the Senior Customer Experience Partner is to execute customer experience activities, being the liaison (point of contact) for customers and internal Maersk teams. Activities include visibility to customers, reporting, problem resolution, ad hoc requests, and other activities related to SLAs/Customer SOPs. Senior Partners are usually assigned key accounts and function independently, potentially being assigned impactful items or projects for resolution. They also hold responsibilities for root cause analysis and resolution.
Job Description:
- Manage our customers, including communication, operations, documentation, customer experience, shipment tracking, exception management, and coordination between various teams across the globe.
- Understand the business requirements and the end-to-end products which Maersk has committed, then execute according to defined IOPs, SOPs, and KPIs. Maintain IOPs, SOPs, and KPIs in accordance with business changes.
- Provide timely reports and data to the customer to reflect the status of their shipments and supply chain. Provide ad hoc reports to support better decision-making.
- Maintain IOPs, SOPs, and KPIs in accordance with business changes and ensure adherence to them by all parties.
- Build long-term relationships with our accounts’ operational teams. Support the operational teams by providing ideas for process improvements, product offerings, and help improve the customer experience.
- Obtain system expert or super user knowledge in one or more of the key systems used to support the scope of work for the customer.
Required experience & skills:
- Strong knowledge in Cargowise
- Proven experience in freight forwarding and domestic freight
- Change agility and resilience to operate in an ever-changing environment
- Keen to learn and grow, to constantly evolve and be open to new challenges while working independently.
- Ability to simplify and solve complex problems, and willing to analyze, innovate, and find new solutions.
- Excellent interpersonal, communication, and collaboration skills, ability to articulate and present to various stakeholders.
- Ability to work under ambiguity and pressure as we constantly evolve to embrace new ways of working.
Job Type: Full Time
Company Benefits:
- Medical
- Dental
- Vision
- Employee Assistance Program
- Paid Time Off
- Flexible Work Schedules (when possible)
- And more!
Pay Range: $72,000-$78,000 CAD*
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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, color, 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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.
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