Customer Experience Partner – San-Pedro based

Cote d’Ivoire

San Pedro

Local

Customer Service

Last application date: 9/10/2019

The Republic of Côte d’Ivoire is located in Western Africa, bordering on the south by the Atlantic Ocean. The population is estimated at 20 million with the capital city residing in Abidjan. The country is regarded as having a high level of religious freedom and diversity, with the predominant religion being Christianity, Muslim and animist.

Côte d’Ivoire boast lots of agricultural products like cocoa (1st worldwide producer), coffee, cotton, rubber, oil palm, cashew, and diverse natural resources natural gas, diamond, gold, timber, iron, etc. Côte d’Ivoire forms part of the Central Bank of West African States (of which it is the dominant economy), the West African Economic and Monetary Union and Economic Union of Central Africa (UEMOA) and the Organisation for the Harmonization of Business Law in Africa (OHADA).

The Côte d’Ivoire Cluster, which includes offices in Côte d’Ivoire, Sierra Leone, Liberia and Burkina Faso is a fast changing and dynamic collection of markets. With its head office in Abidjan, Maersk Liner business has established a strong and expanding presence in the area with an expectation for continued growth and development in the future.

Maersk is looking to hire a Customer Experience Partner to Join our Team in San-Pedro. The role of the Customer Experience Partner is to actively build strong relationships with customers and to gain understanding of their business, to deliver excellent customer service and maximize sales opportunities. This will include proactively identifying new customer opportunities and developing existing customer relationships to deliver volume and yield targets, including possible account ownership. Safmarine introduce this innovative position of Customer Experience Partner which is a combination of customer service and inside sales. This interesting role supports the company strategy of being customer centric and deliver a distinctive customer experience. Customer Experience Partner will act as single point of contact for our clients and will need to build strong relationship both customer service and sales client organization.

We offer

A challenging position in which providing an excellent commercial customer experience is the core priority. An opportunity to broaden your expertise if you have a background in either customer service or inside sales! You will learn The core of customer service for a shipping line: you will be exposed to all activities linked to customer service and learn to manage various internal stakeholder from operation to our global service center. To develop customers from a commercial point of view, discussing biz opportunities and potential new logistics. To be part of a newly redesigned team, with a good mix of experience and young talents

Key responsibilities

– Full understanding of customers business drivers, needs and requirements.

– Effectively handover of terms and conditions agreed with customer to stakeholder groups, including SCOPE teams.

– Take full ownership and ensure a smooth execution of the end to end (E2E) shipment lifecycle by working closely with the customer and internal teams.

– Engage in constructive problem resolution and provide solutions.

– Act and communicate proactively and keep customers informed of any issues or changes in the transport journey.

– Address root causes and seek continuous improvements – constantly look for ways to improve work processes.

– Work independently and assist the team in realizing goals and standards – share knowledge and best practices.

– Hunt leads and follow up on opportunities for new customers, lost or inactive accounts as well as regular accounts.

– Ensure all products and services including digital services are sold to customers to maximize Safmarine’ s share of wallet and overall business profitability.

– Handle incoming customer services quires, issues, exception management.

– Address root causes and seek continuous improvements – constantly look for ways to improve work processes.

– Actively promote the use of E-SOLUTIONS.

– Manages the sales pipeline, segmentation and accurate forecasting

– Has a full understanding of customers’ business drivers, needs and requirements

– Own individual sales targets

– Drive individual projects in line with the Organization’s directives – NPS, Operational efficiency etc.

– Drive Process Improvement.

We are looking for

Technical Skills and Knowledge :

• Knowledge of market competitors and industry trends

• Advanced level of English & French language bot written & spoken

• Ability of building and maintaining a strong network of customers

• High level of negotiations skills

Soft Skills :

• Problem solving skills

• Customer focus

• Interpersonal savvy

• Drive for result

• Compassion

• Priority setting

Preferred candidate is :

• Capable of building solid rapport over the phone

• Clear communicator at all levels of the organization

• Capable of overcoming objections

• Confident in decision making »