Customer Care Operations Consultant responsible for optimizing service delivery and workforce performance. Leveraging data - driven consulting and emerging technology solutions in a customer care environment.
About the role
- Senior Customer Experience Manager at Maersk providing proactive customer support in logistics. Managing operations for new plant launch and driving customer satisfaction through effective strategies.
Responsibilities
- Ensure the Maersk team drives proactive customer support and issue resolution for a seamless customer experience across all products in scope
- Ensure customer experience in cross-functional teams across multiple sites
- Execute on physical product delivery, incl. issue resolution towards the customer
- Understand the account’s business requirements and the end-to-end program
- Responsible for Ocean operations, 3PL, domestic transportation, airfreight
- Build and maintain long-term relationships with customer, and internal operational and customer service network
- Develop logistics strategies to support the operational needs of the new plant
- Analyze supply chain networks and recommend optimal transportation routes
- Implement inventory control measures to optimize inventory levels
- Develop transportation plans and schedules to maximize efficiency
- Oversee warehouse process and collaborate with the operations team
- Monitor key performance indicators (KPIs) and metrics to track logistics performance
- Drive continuous improvement initiatives to enhance logistics processes
- Support with budgeting & forecasting and follow up on billing needs for the account
- Build strong Customer Relationships and ensure adequate support.
Requirements
- 5+ years of leadership experience in logistics, supply chain management, or 3PL
- Strong knowledge of international transportation and logistics operations (Air, FCL, LCL, CHB, Intermodal)
- Proven ability to build and manage stakeholder relationships
- Experience with logistics solutions in Automotive or Industrial verticals
- Exposure to project management, start-up environments, or transformation initiatives
- Proficiency in Outlook, Excel, and logistics management tools
- Expertise in supply chain optimization
- Strong people leadership and team development skills
- Bachelor's degree in Supply Chain, Business, or related field; fluency in English.
Benefits
- Health Insurance
- Paid Time Off
- 401k Match
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