Sr. Customer Experience Partner, JCB- Pooler, GA (Onsite)

A.P. Moller - Maersk-posted 3 months ago
$60,000 - $75,000/Yr
Full-time • Mid Level
5,001-10,000 employees
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The Senior 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 SCM customer experience and execution. As a Maersk employee, should live our values and follow company cultural behaviors to be seen as a value adding resource and support our long-term vision of integrator. As an external party in JCB, it’s expected that you also follow our customers value and policies. You always represent Maersk.

  • Understand the supply chain SCM account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs
  • Build and maintain long term relationship with customer, and internal operational and customer service network
  • Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Program Manager, KCM or Customer Experience Manager where applicable
  • Collaborate and lead the Global Service Centre (GSC) staff assigned to the key 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
  • Support PM in KPIs and other program initiatives to internal Maersk stakeholders and work in conjunction with Program Manager who is responsible in presenting to the customer
  • Assist and coordinate new tactical and operational project 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
  • Investigate EDI failure and analyses inputs to determine where/why error occurred
  • Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies
  • Engage in communication with logistics suppliers to provide proactive demurrage and detention handling
  • Perform other position related duties as specified by management
  • Excellent written and verbal communication skills
  • Customer and people oriented
  • MS Office tools, data analytics and reporting
  • Team player with proven ability to work under pressure and independently with little supervision
  • Visible driving force of Maersk Values and winning behaviours
  • A strong execution minded individual with financial technical skills, analytical ability, good judgment, and strong operational focus including analytical and troubleshooting skills
  • Knowledge of logistics market
  • Focus on delivering high quality work
  • Excellent conflict resolution and problem-solving skills
  • Able to manage ambiguity and work in agile environment
  • Bachelor’s Degree, Diploma or equivalent with 2 to 4 years of functional experience in transportation or international logistics, international business required
  • 3-5 years of SCM or similar industry experience
  • Solid SCM / Shipping operations background
  • International Logistics experience preferred
  • Health Insurance
  • Paid Time Off
  • 401k Match
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