Senior Customer Experience (CX) Agent - Longstanding at Maersk Line

The Customer Experience (CX) agent is responsible to own the global and local longstanding containers SOP for the country. Pursue for container return to fleet as per the SOP timelines, ensure that longstanding containers are kept at a minimum. The job entails much of negotiation with various stakeholders which includes customers, Kenya Ports Authorities (KPA), Kenya Revenue Authority (customs), Maersk destruction vendors as well as internal stakeholders. Manage customer relationship, interaction, experience, and general identification of improvement areas within the longstanding process.

Main Responsibilities:

• Identify import full and export empty longstanding containers by pulling reports.
• Working with customers to have cargo owners clear their cargo and return the empty units to Maersk.
• Act as the primary contact and follow up with all Longstanding units
• Avoid new legacy unit cases and ensure closure of old cases properly
• Timely and Valid LGSTG CODS comments updates.
• Ensure 100% adherence to Global SOP Longstanding Containers in all longstanding follow-up transactions as well as procedures related to cargo abandonment.
• Carry out accurate and timely census & reconciliation reports and container verification exercise
• Monthly RICC Longstanding updates for import full and Export empty containers.
• Working with authorities and vendors on cargo condemned for destruction.
• Working with Customs (KRA) towards stripping of the longstanding containers.
• Follow up with customs to ensure cargo in Maersk containers nominated for auction is auctioned.
• Negotiate waivers Longstanding containers in the company’s best interest.
• At all times adhere to company procedures and regulatory requirements
• To always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.

Key Deliverables:

• Compliance with company business norms, terms, and conditions
• Risk assessment and management
• Excellent service delivery and client rapid client responsiveness
• Proactive and prompt communication to customers and other stakeholders
• Improved service delivery, directly contributing to business performance
• Achievement of individual objectives
• Compliance with respective statutory regulations such as customers, shipping regulations and relevant legislative provisions.

Required experience, skill and competencies

• Minimum qualification - bachelor degree in business or related field
• Good communication/presentation skills
• Strong Stakeholder Management
• Customer orientation/Collaboration/Agility
• Be able to effectively priorities workload
• Commercial experience (sales, customer service or counter).
• Industry experience (internal and external)

Role Related Desired Qualities:

• Conceptual and strategic thinking
• Business acumen
• Ability to drive and deliver results
• Analytical ability and problem solving
• Attention to detail
• Customer Focus
• Self-development
• Team player
• Ability to work with minimal supervision