Senior Customer Experience Partner
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, its expected that you also follow our customers value and policies. You always represent Maersk.
We Offer
We offer you an exciting global career at the forefront of world trade. Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy. Were proud of our people who define our companys industry leadership, global team culture, and customer-centric focus every day.
When you join our team, you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues, and broaden your world view through our international job postings. We offer competitive compensation and benefits for full-time employees, including health, dental, and vision insurance, and paid time-off - and our parental leave policy is recognized worldwide as one of the best in the industry.
Key Responsibilities
Understand the supply chain SCM accounts business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs, and KPIs.
Builds and maintains long-term relationships with customers, and internal operational and customer service networks.
Proactively identifies program exceptions, then troubleshoots and solves according to broad guidelines provided by the Program Manager, KCM, or Customer Experience Manager where applicable.
Collaborates and leads the Global Service Centre (GSC) staff assigned to the key account.
Maintains IOPs, SOPs, and KPIs in accordance with business changes.
Analyzes gaps between operational service levels and data output and makes recommendations to address identified gaps.
Supports PM in KPIs and other program initiatives to internal Maersk stakeholders and works in conjunction with the Program Manager who is responsible for presenting to the customer.
Assists and coordinates new tactical and operational projects initiated by the client and/or Maersk.
Day-to-day coordination of domestic shipments with all parties.
Onboarding of truckers and vendors to operating platform - Transporeon.
Procurement within Transporeon (new task versus original model).
Reviews rates, evaluates routings, and provides performance of service (new task versus original model).
Ensures compliance with applicable federal, state, and local laws and regulations, adherence to company procedures and policies.
Engages in communication with logistics suppliers to provide proactive demurrage and detention handling.
Performs other position-related duties as specified by management. Cannot take tasks from customers without Maersk review and approval. This is to preserve good order.
Key Requirements
As an external party to the CUSTOMER, employee should follow-up Maersk and CUSTOMER policies. The Inhouse must follow these basic housekeeping rules:
For any business travel, this must be requested to the Manager for approval.
This is an onsite role, from Monday-Friday 7:00 am - 4:00 pm. You are expected to be available from time to time to follow up pending topics or urgent deliveries happening after office hours or weekends. You will be provided with a desk setup and laptop to do your job, and a company phone to be used for business.
Job Type: Full Time
Salary: $80,100 - $87,100
Benefits: Full-time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.
The above-stated pay range is the anticipated starting salary range for this position. The Company may adjust this range in light of prevailing market conditions and other factors such as location.
The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.
Business Casual Monday - Friday: Professional attire is required.
Address: JCB North America, 2000 Bamford Blvd, Pooler, GA 31322
Notice to applicants applying to positions in the United States:
You must be authorized to work for any employer in the U.S.
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, color, 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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