Maersk Line recrute 01 Cx Agent SP0
Maersk Line
San Pedro, Côte d’Ivoire
Transports et logistique
Cx Agent SP0
Cote d’IvoireSan PedroLocalCustomer ServiceLast application date: 15/11/2020
Maersk is looking to hire a Customer experience Agent to join our team in San Pedro.
He/She will be responsible to Deliver customer outcomes trough an efficient & effective country CX organization. Full responsibility, including cost owner ship and vendor management (where applicable), for delivering a superior customer experience, as well as SCM, Ocean, intermodal, CHB and LCL activities in the country. Ensure the achievement of established business targets. Build a high performing team and manage, coach and provide leadership for this team. This, including supervision of operations procedures (that stick to the existing regulations), and commercial activities. Closely collaborate with other teams within Area/Region/global.
We offerAt Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service! So, we offer:
i. Results orientationii. Improved commercial and leadership capabilitiesiii. Interaction within broader Area for best practice sharingiv. Creating network within the global organizationv. Understand market and customer driversvi. Improve understanding of how best to generate profit for Maersk
Moreover, you will expand your customer network and enrich your market and product knowledge while enhancing the Maersk’s leadership position and contributing to the continuous success of the Maersk Ivory Coast organization.
Key responsibilities
Drive Customer Service functional outcomes• Ensure country CX drives proactive customer support and issue resolution for a seamless customer experience across all products in scope.• Ensure execution of customer needs on physical products• Ensure customer experience in cross-functional teams• Mobilize stakeholders, including vendors and across functions to take necessary actions improve CX according to strategy.• Execute on physical product delivery ,incl. issue resolution towards the customer• Develop network for unique intermodal setups via rail heads or supplier collaboration ,JV set c.in the country
Develop and sustain a capable CX organization• Build team with strong knowledge of local products and services and with mixed competencies (functional and commercial), who can timely and cost efficiently deliver on all products• Ensure country CX teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus (i.e. Super Saver vs. Ambition)• Ensure tools, applications and recommended processes are used within the team• Country CX teams are coached and supported to enable their development.• Manage performance and ensure targets are met
Drive Cost to Serve• Ensure country CX teams contributes with revenue assurance/cost efficiency/growth within its area of influence.• Ensure we maintain an efficient team across country and GSC.• Provide customer feedback to KCMs/Program Managers for business development purpose
CHB (where applicable)• Legal compliance related to Customs regulations and AEO obligations
We are looking for• Bachelor degree• 3+ years of L&S Experience• Fluency in English• Knowledge and relationships with key local stakeholders i.e. local supplier markets for insourced physical products• Strong knowledge of local logistics operations and infrastructure, competition and systems• Leadership skills• Stakeholder management• Business acumen• Improving customer experience while keeping delivery and support activities cost efficient• Cost consciousnessPOSTULER