Customer Experience Agent - Lead Logistics at Maersk Line

Key Responsibilities:

• Meeting client specific KPIs without any failure and ensuring smooth execution of the end-to-end shipment by working closely with customers and internal stakeholders
• Improve Customer Satisfaction by driving operation excellence and improving/ managing customer expectations and actively building strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
• Be the primary point of contact for customers and act as an advocate for the customer internally
• Proactive communication with customer in case of exceptions
• Query Resolution with Shippers/ Customers/ Key Account Managers - ensure timely resolution and response to customers
• Responsible for cross sell/upsell and customer retention - identify and execute upselling opportunities
• Work with the KAMs/ Commercial team to establish and strengthen customer relationships
• Maintain CM1 through cost avoidance during the 'file' lifecycle, reducing cost for trucking costs and eliminating BL amendments to avoid extra fees
• Sending complete invoicing requests to GSC FACT team on time
• Workflow attendance
• Follow up on the outstanding bookings and query resolution
• Manage the customer outstanding payments - following up on outstanding customer payments regularly and ensure invoices are sent on time to clients, also reporting late payments to clients to avoid late settlement of their invoices
• Document dispatch for clients and management - prepare all required documentation timely and accurately
• Prepares contracts and charge structures in line with the Damco Policy and executes all operational finance process in accordance with customer and company guidelines
• Creating customer specific IOP’s and ensure operational documents are updated (IOPs/ SOPs)
• Ensure adherence to SOP & IOP and specific business requirement from client and requirement from internal parties - manage the shipment/ file from booking to invoicing in accordance with agreed processes and IOP/SOP
• Daily operation to make sure both Line and Client’s KPI and satisfaction are achieved - update all systems and milestones timely and accurately
• Planning partial operation for multiple origins and resolve all operational issues / escalations quickly and effectively
• Booking with vendors/ shippers and Planning with vendors/ shippers (vendor coordination)
• Manage all carrier’s allocation
• Good customer service level rendered to vendors, with proactive communication with suppliers in case of exceptions
• Organise and conduct vendor’s training and management
• Support and implement for process optimization and automation initiatives, including short term projects and other ad hoc activities (e.g. customer implementations, systems testing…)
• Be proactively involved in project rollout and actively seeking out continuously improvement opportunities
• Self-study to improve understanding of each account specific requirements and their business rules
• Support onboarding of new team members
• Adhoc requirements

Who we are looking for:

• Minimum of 2 years of experience in logistics industry preferable with a shipping line or freight forwarder
• University degree
• Be system-minded and willing to learn new systems industry preferable with a shipping line or freight forwarder
• Highly motivated and able efficiently to deliver on time every time
• Positive attitude and proactive collaboration
• Good stakeholder management and customer service
• Excellent communication and interpersonal skills
• Excellent command of written and spoken English is instrumental