Customer Experience Partner - SCM

APM Terminals

Key Responsibilities

• Manage and monitor the end-to-end shipment process on behalf of the customer logistics department.
• Coordinate with various stakeholders in the shipment process handling
• Orchestrator the overall flow of an end-to-end shipment.
• Provide a value add to the customers through effective business solutions by having good business knowledge/process understanding.
• Query Resolution with shippers/Customers/other stakeholders, timely resolution and response to customers.
• Maintain a customer-centric approach, thereby helping to avoid the occurrence of errors and take preventive measures to eliminate repetition of errors
• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.
• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.
• Record and report the performance that helps provide suitable recommendations on: Service delivery wins + Service failures.
• Establish and strengthen customer relationships.
• Execute reports or other tasks assigned by the Team Leader/Manager.
  
  

Skills and Competencies:

• Good knowledge of and experience with 4PL and Supply Chain Management operations, from both origin and destination.
• Effective Communication - has excellent English communication skills (both oral and written), with the ability to communicate confidently for coordination with stakeholders.
• Client and Stakeholder Communication - Demonstrates strong communication capabilities in an international environment.
• Documentation - has strong documentation experience (e.g., creation of internal operating procedures, standard operating procedures, minutes of the meeting and project documentation)
• Passion to drive closures & high-level customer service orientation – Customer Centricity.
• Team player – Works together with others in the business unit to achieve results, fosters teamwork.
• Good understanding of operational processes.
• Strong time management skills to complete tasks on time.
• Willingness to work overtime to meet deadlines when required.
• Ability to work under pressure to cope with periods of high workload and tight timelines.
  
  

Educational Background and Work Experience:

• A bachelor’s degree in any field is required.
• Minimum 2 years of experience in freight forwarding, 3PL and/or 4PL import/export.
  
  

Language Skills:

• Fluent in English (written and spoken)
  
  

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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