Global Customer Experience Business Partner

7日前

Tokyo Maersk Full time
Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

Customer Experience Consultant for Key client customer.

Be responsible for issue resolution, process improvement and customer satisfaction through service delivery of our export and import shipments handling.

Builds strong relationships with assigned customers globally to gain an understanding of their business, deliver excellent customer service and maximise sales opportunities.

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.

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.

  • Understand customer's business, supply chain plans, priorities, service needs, drivers, desires and business forecast
  • Understand how external factors impact Customer's supply chain
  • Align with Customer's expectation upfront and respond with suggested solutions or alternatives for daily operations as well as exception
  • Identify recurring issues of service failures, address the root causes and deliver service as per SLA
  • Serve as an escalation point for issue resolutions
  • Own Customer satisfaction across all product offering and drive improvement
  • Follow up with customer for shipment as per forecast
  • Actively seek out and act on continuous improvement opportunities with Customer and internal stakeholders across all products to drive customer satisfaction , efficiency and cost to serve
  • Proactively collaborate external/internal stakeholders to complete the task
  • Understand end-to-end shipping document flow for international transportation
  • As a primary point of contact for customer service, ensuring customer satisfaction by high-quality & timely service in cooperation with customers, colleagues, and overseas counterparts
  • Maintain good relationships with both internal and external stakeholders
  • Handle all customers' enquiries timely and effectively
  • 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
  • Maintain good relationship with internal parties and team members

    • We are looking for

  • Minimum 5 years of experience in Ocean product related position, experience of Customer Experience Consultant is also preferable
  • 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
  • Native-level Japanese, and beginner level of 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
  • A good team player with good interpersonal and communication skills
  • 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 / before or after office hours' coordination where it is necessary

    • #LI-PY1

    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.
    We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing

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