Descripción
The Customer Experience Consultant is crucial in delivering exceptional service to our customers in the Maersk environment. This role encompasses various activities to ensure customer satisfaction and smooth execution of the end-to-end shipment lifecycle by building a strong relationship with customers. The Customer Experience Consultant acts and communicates proactively to keep customers informed of any issues or changes, addresses root causes and seeks continuous improvements and is constantly looking for ways to improve work processes. The agent also will be able to work independently and assists the team in realizing goals and standards and shares knowledge and best practices. Key Responsibilities Improve Customer Experience and Drive Operational Excellence Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership Align and coordinate with multiple external and internal stakeholders on customer specific requirements with IOP and SOP as outputs. Promote digital adoption and self-service solutions to maintain a reliable and consistent service delivery at scale. Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information. Specialists/Operations etc Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders. Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network. Drive continuous improvement to improve efficiency and ease of doing business with Maersk. Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs. Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales/Product to improve c