Maersk | 12.09.2024 | Antwerpen

Customer Experience Consultant

Jobomschrijving

Ever wondered how the products you buy in your local supermarket are transported to Europe? Amazed by the speed at which your new sneakers are delivered to your home? Were you impressed by Maersk’s contribution to the distribution of millions of vaccines globally? You can now become a part of one of Time’s Top 100 Most Influential Companies, shaping the future of Transport and Logistics.

In Maersk, we put our people and our customers first! We develop partnerships by understanding our customer’s business, developing personalized supply chain solutions and collaborating towards a carbon neutral future for transports and logistics. Join our Customer Experience team and start your own exciting journey in this fast-paced industry!

We offer

• We offer an exciting job opportunity in an internationally growing business environment characterized by high pace.
• You will be working in a team of 8-12 motivated and engaged people with a diverse background who bring a smile to their customers every day.
• We have flexible working hours and the possibility to work remotely a few days a week.
• Diverse international career opportunities
• Regular team events to encourage a tight-knit workplace
• Open offices with coffee lounges promoting conversation and teamwork
• A culture valuing and driving collaboration, personal development and open dialogues
• An attractive compensation package including an annual bonus based on the company’s performance
• Contribution to gym and home-office equipment
• Daily fresh fruits and coffee in the office
   

Key responsibilities

• Within shipping and logistics proactive communication and information flow towards our customers is the key in ensuring transparency end-to-end.
• Proactively monitor all outgoing and incoming cargo for your customers, advising them on our e-solutions and service offers, answering customer requests via email, telephone or chat
• Finding out-of-the-box solutions that improve the supply chain of your customers
• Take full ownership of the customer experience by managing the end-to-end shipment process, remaining current on changes in local & foreign rules, internal & external procedures and product developments and by maintain a solid understanding of the cargo you are transporting via road, rail or sea.
• Act as the primary contact for customers and build strong relationships with them, understand their business, service needs and drivers to continuously improve cooperation
• Work independently, while also sharing knowledge and best practices with the team
• Be open to change and drive customer experience improvement initiatives
• Take an active role in internal as well as external customer meetings together with Sales Specialists/Operations etc
• Find optimal multi-modal transport solutions (ocean, rail, truck, air etc) to ensure prompt and safe delivery of cargo to destination
• Uncover upselling and cross-selling opportunities which will be of value to our customers
• Coordinate closely with other teams to ensure that agreed turn times are achieved for customer requests

We are looking for

• An empathetic person with a passion for customer service and succeeding as a team
• Strong problem-solving skills
• Excellent communication skills
• Strong preference for candidates with experience in Logistics/Ocean transport.
• Proficiency in both written and verbal communication in English is required, with a strong preference for the same in Dutch
• We are looking for a motivated, persistent and enthusiastic person with a can-do attitude and a passion for solving complex issues
• Customer first mindset: You are good at forming relationships and able to understand the customers requirement and turn these into solutions. You understand the value the customer brings to Maersk and are able to find and implement solutions that are mutually beneficial to the customer and Maersk
• Stakeholder management: You are able to manage both internal and external stakeholders and are able to be persuasive towards achieving the objectives set for the accounts. You are comfortable handling customer complaints and are able to defuse conflicts early. Ability to influence without authority is a must.
• Somebody with an interest in digitalization and shaping the digital future of customer experience
• Be open to change and drive customer experience improvement initiatives

Maersk

Maersk is opgericht in 1928. Maersk Line is de grootste container rederij in de wereld, die bekend staat voor een betrouwbare, flexibele en eco-efficiënt. Maersk is een onderdeel van de Maersk Group, met het hoofdkantoor in Kopenhagen.

De groep telt meer dan 89 207 mensen in ongeveer 130 landen aan haar klanten in de sector transport, logistiek en supply chain.

Maersk is voortdurend op zoek naar gekwalificeerde medewerkers voor haar diensten Express, Warehousing, Global Freight, Distributie, Supply Chain ...

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