Job Title : Customer Experience Partner - Retail, Lifestyle & Automotive

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We are looking for a Customer Experience Partner to join our high-performing team. This position will be based in Lahore.

Purpose of the Role :

Responsible for managing vertical portfolios of large and medium-sized BCOs including Area Booster accounts under integrated customer experience;

mature partnership with customers to expand coverage across Tbm / MbM; identifying issues proactively, building strong relationships with customers and identifying solutions which benefit both Maersk and the customer.

Key Responsibilities :

• Customer's business acumen and ability to know what factors drive decision-making.
• Onboard customers and build strong and collaborative relationships with both established and new customers.
• Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.
• Ensure proactive customer support and issue resolution for a seamless customer experience in cross-functional teams, and across all products in scope.
• Be fully responsible for customer satisfaction across Maersk product offering (own customers).
• Lead digital adoption discussions with customers.
• Cross-sell & upsell Logistics and Services products to customers.
• Work closely with GSC to lead and accelerate efficiency.
• Identify recurring issues in delivery performance and initiate steps to address the root cause.
• Manage customer service counters in upcountry.

Critical Competencies :

• Strong business acumen and excellent commercial knowledge and understanding of the local market landscape.
• Fully conversant with Maersk Ocean and L&S products and processes.
• Continuous growth and improvement mindset with global orientation.
• Customer care - going the extra mile.
• Prioritization capabilities.
• Cost consciousness.
• Knowledge and relationships with key local stakeholders.

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Last updated : 2024-09-13