Customer Experience Consultant

We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers' supply chain. We count on our people to make it happen.

We are looking for an enthusiastic Customer Experience Consultant to join the Customer Experience Team in Abidjan and to take full responsibility for customer experience by managing and monitoring the end-to-end shipment process.

What We offer

• You will gain industry knowledge, international work experience, better communication skills and techniques relevant to customer service.
• This is a dynamic position, operating in both a domestic and international environment.
• A culture valuing and driving collaboration, personal development, and open dialogues.
• Soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers' expectations.
• Enhancing personal skills.
• Room for growth and development.

Key responsibilities:

• Customer's business acumen and ability to know what factors drive the decision making.
• Onboard customers and build strong and collaborative relationships with established and new customers.
• Be primary point of contact for own customer and ensure smooth execution of the end-to-end shipment lifecycle by working closely with the customer as well as internal stakeholders.
• Understanding of general factors impacting Customer's supply Chain and understanding their sense of urgency, service needs, drivers, and desires.
• Ability to align with customers' expectations upfront and to be able to respond with suggested solutions.
• Be fully responsible for customer satisfaction across Maersk product offering (own customer)
• Lead digital adoption discussions with customers.
• Cross-sell and Upsell Logistics and Services products to customers.
• Performance reviews with customers
• Responsible for vendor management and shipment order consolidation planning without physical cargo execution.
• Proactively track shipments and notify customers of relevant deviations from the transport plan including potential solutions or alternatives.
• Willingness to go the extra mile towards the customer and with focus on providing solutions.
• In general, actively seek and act on continuous improvement opportunities both in relation to customers and internal/external stakeholders.

Critical competencies:

• Knowledge of Shipping, supply chain or logistics industry
• Excellent stakeholder management-interpersonal and communication skills: fluent in English and French (written and oral)
• Energic, well organized and Self-Initiated
• Analytical and problem-solving skills
• Good process understanding and digital proficiency.
• Ability to work under pressure and keeping quality in focus.
• Strong execution mindset
• Agile. Team Player
• Strong Cost conscious and optimization mindset

If you're passionate about logistics, customer experience, and driving results, we want to hear from you Submit your application to join our team and help us deliver exceptional service to our customers.

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.

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