Manager, Customer Engagement en Maersk

APM Terminals

Has responsibility for all customer facing activities and for providing
a consistently high quality experience for new and existing customers
in a small/medium size cluster.

The Manager, Customer Experience, is responsible for leading and managing a team that provides post-onboarding customer services in the APM Terminals environment. This includes managing all customer interactions, ocean and landside, across various channels, offering operational support, escalations and contract dispute management, and engaging in strategic problem-solving to improve customer satisfaction (NPS scores) and retention.

This role also involves supervising employees, both union and management, and managing their lifecycle, including recruitment, training, performance appraisal, coaching, and developing staff for future roles. The Manager of Customer Experience ensures smooth execution of business and operational strategies, aligning with company goals and delivering high-quality service to customers

Key Responsibilities:

• Manage all customer service channels (phone, email, chat, etc.), ensuring efficient and consistent customer engagement.

• Ensure a seamless customer experience by coordinating timely responses to inquiries and escalations.

• Monitor and analyze customer feedback and trends to improve service delivery

• Provide operational support to ensure smooth day-to-day interactions and processes across all terminal functions when it comes to customer experience.

• Lead process improvement initiatives to increase efficiency and streamline workflows.

• Work closely with internal teams to resolve issues related to customer orders, shipments, and service performance.

• Oversee customer contracts post-onboarding, ensuring full support throughout  the contract lifecycle

• Resolve contract-related disputes efficiently, ensuring fair outcomes for all parties.

• Partner with legal and sales teams to ensure contract compliance and mitigate potential risks

• Assist in developing policies, procedures, and business plans to enhance the customer experience function.

• Contribute to long-term strategic planning by analyzing industry trends and business needs.

• o Work collaboratively across departments to align operations with business

• objectives

Requirements:

• Advanced English level

• 10 - 5 Years of experience in the area

• Multitasking

• Schedule flexibility

• Great communication skills

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.

 

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