Customer Experience Partner

2023-04-03
Maersk
Chennai, Tamil Nadu
Full Time

Description

Owns and manages the customer experience. Has responsibility for end-to-
end customer experience within the assigned scope in SCM, in compliance
with relevant company procedures and agreements with customer. We offer
This position is expected to build relation with customers and delivering according to the commercial and operational targets defined by the Team Leader.
The incumbent is also responsible for the polite communication of informed product specifications and premier customer service.
Key responsibilities
Consignees

  • Deliver as per SOP
  • Customer service
  • Exception management
Shippers
  • Coordinating day to day contract
  • Customer assistance
  • Ensure all booking FCR / CLR /are done using portal
  • Operational coordination
  • Assisting in accounts receivables (coordinated with OTC)
Other Responsibilities
  • Improve process and productivity
  • Documentation and its dispatch
  • Telephone etiquette
  • Thorough system knowledge
  • Live our values
Key Performance Indicator
  • Operations Objectives
a) Booking Timelines
b) Timely Approvals
c) Shorter dwell time of cargo & faster stuffing
e) BL release (as per Client requirement)
f) Document Dispatch (as per Client requirement)
g) CS Timelines
h) Operational Stability & back-up planning
j) having checks & balances for all processes
  • Commercial Objectives
a) Sell LSS & Trucking
c) Accommodating Shippers & consignee requests wherever possible
  • Outstanding DSO Collection

We are looking for
Education:
  • Bachelor's degree or equivalent in business or related field
Experience:
  • Experience in handling SCM / FF customer

Language:
  • The position requires excellent English in written and verbal communication skills
Others:
  • Proactive, Self-Starter who can work alone and extend support to colleagues
  • Good problem-solving skills with the ability to anticipate and resolve problems
  • Ability to spot opportunities and provide inputs to sales team.
  • Assertive with a professional attitude
  • Strong people management skills
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