4PL Customer Experience Specialist
hace 1 mes
As a 4PL Customer Experience Consultant at Maersk, you will play a critical role in ensuring the efficient coordination of assigned Supply Chain (SCM) accounts. Your primary responsibility will be to execute the Service Level agreed with clients, while maintaining a high level of customer service.
Key Responsibilities:- Coordinate SCM accounts in a professional and efficient manner.
- Ensure compliance with clients' SOP/IOP/SLA and company procedures, focusing on high customer service levels.
- Monitor and accomplish time frames given by SCM clients at each shipment stage.
- Maintain good relationships with External/Internal Customers and suppliers, upholding company values.
- Support Lead Logistics Team in operational procedures' review and new accounts, procedures, and systems implementations.
- Provide weekly reports to Lead Logistics CX manager through the MOS presentation on account performance.
- Continuously strive to improve data quality, service levels, and productivity.
- Support identification of new business opportunities for assigned accounts.
- Monitor all open PO's according to client's SOP/IOP/SLA specifications.
- Report any deviations to the operation as mapped in client's SOP/IOP/SLA.
- Work closely with origin offices to ensure client's SOP/IOP/SLA are followed, including Data Quality.
- Process all bookings, confirming them within 24 hours after discrepancies have been resolved.
- Send shipping instructions to carriers on time, ensuring accurate information transmission.
- Check destination countries' regulations before shipments departure to avoid penalties.
- Perform necessary transmissions (e.g., ASN, ISF, 315 message), sending them on time and following up on correct reception.
- Update all shipment details in MODS according to client's SOP when every event occurs, providing end-to-end visibility.
- Keep customers informed about shipment status throughout the process.
- Use Connective Task Management (CTM) Tool to ensure shipments are properly attended.
- Use Communication Cost Tool (CCT) to invoice cargoes on time, avoiding Data Quality issues.
- At least 5 years of experience in operations or customer services roles in International Transportation, Logistics, or Freight Forwarding.
- Bachelor's Degree in international commerce, Administration, Economy, Engineering Careers, or related areas.
- Advanced level of written and spoken English.
- Knowledge of the freight forwarding business.
- Planning and execution capabilities.
- Analytical and problem-solving skills.
- Positive, proactive, and persistent attitude.
- Responsible and organized.
- Good communication skills.
- Ability to work under pressure while maintaining quality focus.
- Excellent Stakeholder management.
Maersk is committed to a diverse and inclusive workplace, and we welcome 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 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 us at [insert email address].
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