Customer Experience Partner

A.P. Moller - Maersk•Charlotte, NC

9d•$52,000 - $65,000

About The Position

The Logistics Specialist or Customer Experience Partner is responsible for delivering industry leading customer experience, assisting the setup of operations structure and monitoring the day-to-day operations of the Vestas Control Tower experience and execution. Responsibilities Understand the supply chain of Maersk Client account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs Builds and maintains long term relationship with customer, and internal operational and customer service network. Builds and maintains long term relationship with main 3PLs/2PLs like Ocean carriers, to work on constant improvements to the operation meeting the customer’s requirements. Builds and maintains long term relationship with internal stakeholders related to the account in other regions and with the Global account team (GPD, KCM and GCT). Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Program Manager and or KCM, where applicable. Act as team lead and escalation point for customer issues and questions Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account. Support the team with Fin OPs process knowledge to ensure the proper process is followed and GP is generated accordingly to what has been agreed for the account. Maintain IOPs, SOPs and KPIs in accordance with business changes Analyze gaps between operational service levels and data output and make recommendations to address identified gaps. Prepare and present KPIs and other program initiatives to internal Maersk stakeholders Assist and coordinate new tactical and operational projects initiated by the client and/or Maersk Act as a bridge between origin team and the client to improve the understanding and facilitate the communication, i.e. assist client to understand origin operations and vice versa assist origins to understand client’s requirement, expectation and business model Investigate EDI failure and analyze inputs to determine where/why error occurred. Coordinate with key systems/origin personnel to drive change where needed and improve EDI performance Setup checking mechanism on key operations elements and monitor exceptions to reduce the chance of service issues Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies. Performs other position related duties as specified by management

Requirements

Maersk systems, including MODS, myMAERSK Supply Chain.
Excellent written and verbal communication skills
Agile, Customer and people oriented
Tech savvy
Troubleshooting and problem-solving skill
Highschool Diploma or Equivalent required; BA/BS preferred
3-5 years of SCM or similar industry experience
Solid SCM / Shipping operations background.
Client Management experience preferred
A strong execution minded individual with strong financial technical skills, analytical ability, good judgment and strong operational focus including an understanding of systems.
Analytical skills
Knowledge of logistics market
Focus on delivering work in high quality
Ability to work independently with little supervision
Proficiency in Maersk systems
Good commercial awareness
Ability to make decisions in the absence of management
Excellent interpersonal and communication skills
Excellent conflict resolution and problem-solving skills
A well organized and self-directed individual who is a team player.
Strong and current knowledge of technology platforms, MS Office products, and ability to quickly adapt to new software

Responsibilities

Understand the supply chain of Maersk Client account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs
Builds and maintains long term relationship with customer, and internal operational and customer service network.
Builds and maintains long term relationship with main 3PLs/2PLs like Ocean carriers, to work on constant improvements to the operation meeting the customer’s requirements.
Builds and maintains long term relationship with internal stakeholders related to the account in other regions and with the Global account team (GPD, KCM and GCT).
Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Program Manager and or KCM, where applicable.
Act as team lead and escalation point for customer issues and questions
Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account.
Support the team with Fin OPs process knowledge to ensure the proper process is followed and GP is generated accordingly to what has been agreed for the account.
Maintain IOPs, SOPs and KPIs in accordance with business changes
Analyze gaps between operational service levels and data output and make recommendations to address identified gaps.
Prepare and present KPIs and other program initiatives to internal Maersk stakeholders
Assist and coordinate new tactical and operational projects initiated by the client and/or Maersk
Act as a bridge between origin team and the client to improve the understanding and facilitate the communication, i.e. assist client to understand origin operations and vice versa assist origins to understand client’s requirement, expectation and business model
Investigate EDI failure and analyze inputs to determine where/why error occurred.
Coordinate with key systems/origin personnel to drive change where needed and improve EDI performance
Setup checking mechanism on key operations elements and monitor exceptions to reduce the chance of service issues
Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies.
Performs other position related duties as specified by management