Customer Experience Manager

A.P. Moller - Maersk (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok

Bangkok, Thailand

A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society. ALL THE WAY is our commitment to connect the world so that everyone has both the possibility and the ability to trade, grow and thrive. The company employs roughly 110.000 employees across operations in 130 countries.

About this position

Maersk is a global leader in integrated logistics, redefining the boundaries of possibility through innovation and transformation. The Customer Experience Manager role focuses on providing services to customers post-onboarding, ensuring efficient and effective customer interactions.

Responsibilities

Leading and managing the CX teams to focus on the key Customer Service Drivers:
• Easy to Do Business with
• Timely Delivery of Documents
• Pro-Active Notification
• Exception Management
• Efficient claim handling

Ensure service delivery alignment with agreed client SLA’s.
• Ensure that the CS teams adhere to service standards for:
• Coordinating relevant stakeholders to perform LnS shipment process.
• Resolving issues/query from relevant stakeholders.
• Responding to customer enquiries.
• Monitor data integrity of systems.
• Responsible for cross sell/up sell, customer retention.
• Follow up on Outstanding payments.
• Implementation of new customers into the CX and COE; ensure proper SOPs/IOPs are established and managed through any related hyper-care.
• Record and report the performance of the designated set of Customers that help provide suitable recommendations on: Service delivery wins/Service failures.
• Work with the Product/Commercial/Delivery team to establish and strengthen customer relationships.

Requirements

• Talent with a few years of experience in leadership role.
• Have substantial years of operational knowledge and customer service in Logistics and Supply Chain, preferably 2PL/3PL management or 4PL product position.
• Good knowledge of and experience with 2PL/3PL or CHB and Delivery operations, from both origin and destination.
• Having worked in various geographies and/or having managed a scope spanning across multiple countries.
• Strong conceptual abilities – able to translate complex issues into ideas and actions.
• Flair for and interest in processes and systems.
• Good communicator with ability to translate technical knowledge to both technical and non-technical people.
• Ambition to support a specialist network.
• Good English fluency.