Customer Experience Consultant

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. Opportunity - Customer Experience Consultant As a Customer Experience Consultant in our Oslo office you will be the primary point of contact for your portfolio customers from and act as an advocate for these customers, internally within Maersk. The Customer Experience Consultant is crucial in delivering exceptional service to our customers in the Maersk environment. This role encompasses various activities to ensure customer satisfaction and smooth execution of the end-to-end shipment lifecycle by building a strong relationship with customers. The Customer Experience Consultant acts and communicates proactively to keep customers informed of any issues or changes, addresses root causes and seeks continuous improvements and is constantly looking for ways to improve work processes. The agent also will be able to work independently and assists the team in realizing goals and standards and shares knowledge and best practices. Key Responsibilities Improve Customer Experience and Drive Operational Excellence Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership Align and coordinate with multiple external and internal stakeholders on customer specific requirements with IOP and SOP as outputs. Promote digital adoption and self-service solutions to maintain a reliable and consistent service delivery at scale. Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information. Specialists/Operations etc Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders. Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network. Drive continuous improvement to improve efficiency and ease of doing business with Maersk. Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs. Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales/Product to improve contract fulfillment ratio We are looking for Strong problem-solving skills Strong preference for candidates with experience in Logistics/Ocean transport. Proficiency in both written and verbal communication in English and Norwegian is required, We are looking for a motivated, persistent and enthusiastic person with a can-do attitude and a passion for solving complex issues Customer first mindset: You are good at forming relationships and able to understand the customers requirement and turn these into solutions. You understand the value the customer brings to Maersk and are able to find and implement solutions that are mutually beneficial to the customer and Maersk Stakeholder management: You are able to manage both internal and external stakeholders and are able to be persuasive towards achieving the objectives set for the accounts. You are comfortable handling customer complaints and are able to defuse conflicts early. Ability to influence without authority is a must. We Offer When you join our team, you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create, and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view. Be part of the world’s largest container shipping company. Exposure to multinational environment/culture. Room for growth and development. Enhancing personal skills. Soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers' expectations. Vacation Houses Lottery Please submit your applications in English. Om bedriften Sektor Privat Nettsted http://www.maersk.com/