Lifestyle Customer Experience Agent

The core purpose of this role is to provide consistent, high quality customer service for Lifestyle Customers, who value long term relationships and buy customized processes and solutions. 

The Lifestyle Customer Service Associate engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients. 

This role further works closely with the programme and implementation managers (who move the cargo and provide reporting), to optimize profitability of their customers.

This position also

• Holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to the Lifestyle customers.
• Is the prime point of contact for Lifestyle Customers as well as their first point for complaint resolution and claims handling?

Key Responsibilities

• To focus on the key Customer Service Drivers:
  • Timely Delivery of Documents;
  • Pro-Active communication;
  • Exception Management;
  • Support claim department on necessary documents;
• Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Maersk a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.
• Support implementation lead on the implementation of new clients or innovative programs
• Ensure & monitor that bookings with vendors/shippers are executed on time
• Ensure that send quotations/ feedback timely to the customers
• Monitor responsiveness on query resolution with shippers/ Reginal Program Manager (RPM) Team/ Customers
• Responsible for cross sell/up sell, customer retention.
• Follow up on the Outstanding bookings & query resolution
• Monitor, record and report the performance with recommendations on:
  • Service delivery wins
  • Service failures
• Work with the RPM Team/ Commercial team to establish and strengthen customer relationships
• Monitor on volume growth, CFS ratio, customers gross profit
• Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders
• Meet /conference call with the key account managers/ Commercial team members / customers to review customer service performance/ KPI for the list of SCM customers monthly

Expectations from the Role:

Build Strong Customer Relationships:

• Meet up with the Key Account Managers (KCM) / Commercial team members / program managers on a regular basis to review customer service for the list of SCM Customers on a Monthly basis.
• Set up a calling pattern with key customers & engage with them to build strong relationships.
• Provide regular updates to commercial team on cross-sell/ up-sell opportunities.

Stakeholder Management

• Act as a prime point of contact with customers, working closely with Key Account Managers, Commercial team and overseas offices to deliver seamless customer experience.
• Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions.

People Development.

• Regularly arrange Personal Development Plan talk with Customer Service team leader.
• Develops & maintains a customer service mindset in the team & join team for motivated to go the extra mile.

Information Management

• Customer Advisory System – maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and to oversee the creation and issue of customer advisory notices to Commercial Offices and to customers.
• Customer Pricing Database – quotation database, maintenance of local charges / tariff, and credit and pricing approval.
• Claims Register – ensure claims are received, acknowledged, and handled in accordance with Maersk Policy.
• Customer Master Data – in line with Maersk policy and procedure.
• Contract Register & Records - signed original contract copies and Master “Rate Card” file.
• Customer Authority Matrix and Escalation / Dispute Resolution process
• SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and exceptions
• Customer KPI reporting in accordance with contract requirements
• Visual Management Board monitoringVisual Management Board monitoring.

We are looking for:
 

Operational Efficiency & Customer Service Experience

• Bachelor’s degree level education in Business or other relevant discipline with a maximum of 3 years’ work experience after graduation, in parallel with education or between degrees.
• Alignment with our values.
• Track record of success in a high paced environment.
• Ambition and drive to excel together with others.
• An international mind-set and inclusive behaviour.
• Ardent desire to pursue a long-term career in transport and logistics.
• International mobility and willingness to travel. 
• An excellent command of spoken and written English.

Relationship Management

• Customer-facing and interaction skills with high-level of customer orientation
• Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
• Good influencing skills

Passion for Customer Service

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Well-organized when working under pressure
• Proactive and exhibits excellent problem-solving capabilities

Core Competencies:

• People oriented that always take care about people who generate the result to company
• Process and result oriented mind-set
• Excellent communication skills with proactive mind-set
• Well collaboration with stakeholders
• Positive mind-set and friendly people
• Customer Oriented.

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, 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.
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