CX Consultant

Maersk•Charlotte, NC

1d•Remote

About The Position

The National Customer Service CX Consultant supports the National Account (NA) Sales Program and ensures 24/7/365 Business Continuity. CX Consultants process customer inquiries via phone and email. They track and trace shipments and enter returns for specific accounts. They are responsible for day-to-day communication with National Account customers, as well as problem solving escalations as it relates to customer pick-up and deliveries. CX Consultants provide phone coverage for all Maersk stations after business hours.

Requirements

High energy individual with excellent oral and written communication skills
Superior phone manner
Internet savey
Ability to handle multiple functions
Good organization and problem-solving skills
Work remotely to ensure necessary tasks are completed during business continuity
Detailed oriented
Must be authorized to work for any employer in the U.S.

Responsibilities

Monitor (Track) shipments and review any special requirements to ensure delivery and/or pick-ups expectations are met.
Make outgoing phone calls to follow up on shipment status
Assist in resolving shipment issues and updating customers
Assist and support Maersk stations and Agent City Partners
Monitor Case Management for any customer inquiries and assist i providing answers directly back to the customer
Communicate with Maersk stations and Agent City Partners when resolving shipment issues or escalations
Attend calls and meetings as required
Follow published procedures and SOPs for National Accounts and bring modifications to management’s attention
Conduct monthly “Wellness” Calls and document into Case Management
Update weekly Customer Temperatures
Review MGF Performance Dashboard
Master any outside customer applications
Flexible with schedule when colleague shifts need to be cover
Perform other duties as assigned by management