The Customer Experience Partner role involves managing customer channels, onboarding customers, handling case management, resolving disputes, and supporting operations through administrative tasks. The position is suitable for individuals with limited job knowledge at the hiring stage and potentially requires supervision in problem resolution.
Key Responsibilities:
Customer Relationship Management:
- Serve as the on-site representative, fostering strong and lasting relationships with all stakeholders within the customer’s organization.
- Ensure timely resolution of customer issues and queries, minimizing escalations.
- Establish a relationship-driven approach to customer service, enhancing overall satisfaction.
Logistics & Operations Coordination:
- Work closely with the customer and their overseas offices to manage shipment prioritization matrices and carrier allocation effectively.
- Collaborate with customer plants, 3PL partners (CHAs, transport operators, carriers) to ensure seamless logistics planning and execution.
- Oversee and coordinate the export process across various transport modes (ocean, transport) from cargo readiness to Bill of Lading (BL) release and shipment tracking.
- Manage the material/container pickup process in coordination with transport providers and CHAs for customs clearance.
Documentation & Compliance:
- Prepare export-related documents such as Shipping Instructions (SI), Bills of Lading (BL), document pouches, and pre-alerts for destination offices.
- Obtain necessary exceptional cost approvals from the plant team as required.
- Ensure compliance with all export regulations and customer-specific requirements.
Reporting & Process Optimization:
- Maintain Daily Status Reports (DSRs) and other operational reports to ensure data accuracy and transparency.
- Work with internal teams to drive an ownership mindset and achieve top-quartile results in customer experience.
- Continuously identify and implement process improvements to enhance efficiency and reduce costs.
Qualifications & Skills:
- Experience: 3-5 years in logistics, export coordination, or customer service in a similar industry.
- Education: Bachelor's degree in Supply Chain, Logistics, Business Administration, or a related field preferred.
- Skills:
- Strong stakeholder management and relationship-building abilities.
- Excellent problem-solving and decision-making skills.
- Hands-on experience in export documentation and international logistics.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint) and logistics management systems.
- Preferred Knowledge of SAP and OTM system
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Location Flexibility: Comfortable working on-site at the customer’s premises in Chakan, Pune.
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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.
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