Within the Key Client and Runway segment, we are offering a full time position with the main focus to serve as Customer Experience Consultant for handling SCM operation.

As part of the team you will cooperate with your colleague(s) fulfilling the end-to-end solutions towards Key client.

We are seeking an energetic, customer facing professional who enjoy complex logistics challenges. The candidate should have a proven track record of building Customer Relationships and delivering results.

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):
- Customer channel management
- Case Management
- Customer onboarding and relationship management
- Contract and dispute management
- and more.

Professional stream includes those who are individual contributors with main emphasis on applying technical/discipline knowledge rather than managing people to achieve results – although coaching/mentoring less experienced staff, informal supervisory responsibilities, or overseeing work of other lower level professionals or manage processes and program are common.

Individual work ranges from setting objectives and delivering on own work responsibilities to being a leading expert within a given field and influencing long term tactical decisions of the organization.

Progression within this stream reflects increasing depth of professional knowledge, project management capability, and the ability to influence others.
A colleague at this level works independently within defined boundaries and guidelines in a specific area but will need supervision and support on more complex tasks. Knowledge is required for the application of practical methods and techniques, work procedures and processes.

Solutioning is through a choice between known alternatives, within the area of expertise and the leader will evaluate the appropriateness and effectiveness of the solution.
The job requires previous work experience in a related area, or practical knowledge obtained via advanced education.

Key Responsibilities

• Servicing Key client from a local retail brand to handle their Cross/Import shipments to Japan/Overseas as Global Control Tower

• As a primary point of contact for customer experience, ensuring customer satisfaction by high-quality & timely service in cooperation with customers, colleagues and overseas counterparts

• Execution of daily operations, ensuring to meet KPIs and handling customer reports

• Arrangement of truck, customs clearance, Carrier booking, transport document issuance, communication, billing, etc. for Ocean/Air exports, imports and cross-trades

• Within customer's business, responsible for clarifying and resolving irregular items related to finance items internally

• Simple negotiation, vendor management, GP maximization, SOP adherence, troubleshooting and other ad-hoc assignments

• Interface with multiple parties including customer, warehouse, carriers, customs, etc. on shipment requirements

• Maintain good relationships with both internal and external stakeholders

• Maintain/ Build business relationships with assigned accounts

• Handle all customers' enquiries timely and effectively

• Work closely with internal operations to meet customer's requirements

• Ensure compliance to our Code of Conduct and Company's regulations

• Ensure understanding and implementation on our Value in daily work behaviors

• Ensure compliance with customer's Standard Operating Procedures

• Ensure all data are updated correctly in system

We are looking for

• Minimum 5 years of work experience at either international Logistics industry as customer facing role.

• Build a good relationship with customer and manage customer's expectation in appropriate way of approach

• Obsessive customer-centricity, Results driven, customer-oriented and meticulous

• Ability to work with good self-organization, accuracy, and priority even under pressure

• Strong interpersonal & communication skills with external & internal stakeholders

• Prior experience in airfreight operations is a big plus

• Native-level Japanese, and intermediate-level English communication skills (written & oral)

• Experience with Microsoft Outlook, Teams, and Excel

• General numeric skills

• Enhance growth with additional business for assigned existing accounts

• Proactive/independent initiative & job ownership/commitment

• "Can-do" attitude & willingness to learn and try new things

• Mindset to always challenge status quo for improvements

• Self-discipline, initiative, responsible and independent in a fast-paced environment

• Understand company direction and pursue to work towards achieving organization objectives.

• A good team player with good interpersonal and communication skills internally and extern

• Flexible / Adaptive to changes, Experience in a fast-paced international environment

• Strong organizational skills (prioritize, plan, multi-task, assign, follow and control)

• Outstanding oral, written, interpersonal and communication skills across diverse cultures and different organizational levels

• Meticulous to details

• Problem-solving aptitude

• Able to commit OT / in shift/after office hours' coordination

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, colour, 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.
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