CX Consultant - Reefers

Maersk Line, the world’s largest container shipping company, is looking for a Customer Experience (CX) Consultant specialized in Reefers (refrigerated containers). In this role, you will be the primary point of contact for assigned key clients, ensuring the smooth execution of the end-to-end shipment lifecycle. You will be responsible for onboarding customers, building strong collaborative relationships, and coordinating with various stakeholders to guarantee excellent service delivery.

Key Responsibilities

• Client Management: Serve as the primary contact for assigned key clients, ensuring the smooth execution of the shipment lifecycle and building strong relationships with both new and established customers.
• Operations Coordination: Coordinate with internal and external stakeholders to ensure excellent service delivery. Plan duties with the field team and follow up to ensure work is completed effectively to the client’s satisfaction.
• Business Development: Collaborate with the Head of Department to execute business development strategies.
• Financial Performance: Monitor the P&L of all jobs handled to ensure profitability, flagging any costs that negatively impact the bottom line.
• Customer Solutions: Offer solutions to customer queries and disputes, and capture the 'Voice of Customer' (VoC) to provide feedback for performance improvement.
• Service Coordination: Coordinate additional services including Customs House Brokerage (CHB), Value Added Services (VAS), Trucking, and Warehousing as requested.
• Digital Transformation: Lead digital adoption discussions with customers and conduct regular performance reviews.
• Growth: Identify upselling and cross-selling opportunities within Logistics and Services (LnS).

Key Deliverables

• Formulation of clear customer Standard Operating Procedures (SOPs).
• Compliance with company business norms, terms, conditions, and statutory regulations.
• Proactive and prompt communication with all stakeholders.
• Successful risk assessment and management.
• Responsible for the entire end-to-end shipment order journey.

Requirements and Qualifications

• Education: A Graduate degree in Business or a related field.
• Experience: A minimum of 2 years of experience in the logistics industry.
• Technical Knowledge: Proper understanding of INCOTERMS, Customs Documentation, and import/export processes. Experience in handling perishables or cold chain logistics is an added advantage.
• Professional Qualities: Well-organized, self-initiated, and able to work with minimal supervision. You should have a strong cost-conscious and optimization mindset.
• Soft Skills: Excellent stakeholder management, interpersonal, and communication skills.
• Attributes: Ability to work under pressure, prioritize workload effectively, and maintain a focus on quality.