Senior Customer Experience Partner-Ocean

Owns and manages the end-to-end customer experience within the assigned
scope in Ocean, in compliance with relevant company procedures.
Typically handles a large number of customers or larger, more complex
customers, including special needs such as booking, customs,
documentation, filing, legal, dangerous or special cargo and/or lack of
e-channel use. Manages accounts with large business impact, defined by
volume and/or revenue contribution to the Area scorecard.

• Key responsibilities

  Receive and respond to customer contacts within specified guidelines (phone, email, reporting tools, Salesforce).
  • Research and respond to product, service and problem resolution inquires within specified guidelines
  • Solicit and book export cargo via phone, e-booking, EDI. Ensure accurate processing of customer booking information (Rate/contract information, Hazardous cargo details, booking coordination & facilitation, correct routing, notifying customer of cargo receipt cut-offs and other requirements).
  • Ensure accurate processing of customer cargo information: Monitor the coordination of Government holds, releases and customer notifications, longstanding cargo and coordinate US Customs General Order Seizure or Abandonment procedures and
  ensure appropriate deadlines are met to avoid Government
  agency penalties
  • Coordinate guarantees for demurrage between customer and appropriate business units
  • Coordinate and facilitate overweight cargo handling, Diversions, Detention in Transit for customers as required.
  • Tracking, tracing, troubleshooting and late-gate coordination.

  Maintain customer records by updating account information in
  internal systems
  • Monitor and facilitate Bill of Lading changes & amendments for customers as required. Ensure changes are properly and accurately relayed to customer and/or others such as Dispatch, port facilities, Finance.
  • Ensure all data is accurately entered into appropriate systems in a timely manner. Record reasons for changes and/or amendments in appropriate systems
  • Ensure changes are properly and accurately relayed to customer and/or others such as Dispatch, port facilities, etc.
  • Maintain technical and professional proficiency
  • Attend required training as specified for job and certification. Attend meetings as required
  • Market e-channels to customers to promote Maersk.com use.
  • Supports company commitment to ISO 9001, 14001, OHSAS 18001 certification

  We are looking for

  • College or equivalent is required
  • Logistics, Call center experience.

  • Working experience of at least 4 years in the industry.

  • Ocean experience preferred.
  • Excellent interpersonal, problem solving, analytical and communications skills (verbal, written and presentation)
  • Ability to build good working relationships (internal and external) - Team player with proven ability to work under pressure
  • Customer and Result oriented, Proactiveness, Sense of urgency
  • Initiative Identifying what needs to be done and doing it before being asked or before the situation warrants it
  • Organizational and Time management skills: multi-tasking and prioritizing, planning work activities efficiently
  to meet deadlines and high-level goals
  • Being able to work with internal and external (vendors) stakeholders
  • Working knowledge of MS Office products, specifically Word, Excel and Outlook

Role 8am - 5pm (Position requires schedule flexibility from 8am -8pm)

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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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  .