Customer Experience Partner at Maersk

Ref.: ML-196797
Location: Lagos

Job Description

• We are looking to hire a dynamic Customer Service Professional to join our team in Lagos.
• The Customer Experience Partner will report to the Customer Experience Manager and will be responsible for customer facing activities and providing consistent quality customer experience for new and existing customers.
• Proactively maximise sales opportunities through inside sales activities to deliver agreed volume target.
• Proactively establish mutual beneficial cooperation with customers by understanding their business needs.
• Coordinate with Safmarine Scope Team on the completion of Import and Export transactional task.
• Ensuring that Safmarine Brand identity is strong in all interactions with customers.

Key Responsibilities

• Deliver superior Customer experience through prompt resolution of customer issues, quick response to mails and phone calls.
• Partner with External Sales team to drive Import and Export volume through inside sales activities.
• Drive excellent financial performance through compliance/upselling, reduction of outstanding freight & commercial waivers and invoice dispute resolution.
• Proactively follow up on import and export longstanding units.
• Follow up with Safmarine Scope Team to ensure successful completion of import and export documentation task.
• Ensure Import and Export SOPs are adhered to.
• Taking Ownership of customer's issues.
• Drive and Build strong business relationship with customers.
• Any other task that may be assigned.

Requirements
We are looking for:

• Minimum of BSc or Master's Degree /MBA in Marketing, Sales or Business-related course
• Minimum of 2 years customer service or sales experience.
• Experience in shipping/logistics industry will be preferred but not compulsory. Must be willing to learning fast
• Proficient use (above average skill) in the use of Microsoft office tools i.e. excel, word and power point etc.
• Strong interpersonal and communication skills.
• Passion for Customer Service.
• Pro-active person with a service oriented mindset.
• Dedicated, Decisive and result orientated with a can-do attitude.
• Likes to get it right the first time and can look ahead to avoid issues from happening.
• Able to work under pressure while keeping quality in focus.
• Comfortable with Change Management and capable of delivering high quality before, during and after transformation.
• Good process understanding and digital proficiency.
• Comfortable with working with multiple items at the same time whilst keeping quality in focus.
• Well organized, efficient and effective.
• An excellent team player.
• Good moral compass and ability to work the Company’s values.
• Fluent in English (written and oral).

We Offer

• Results orientation
• Improved commercial and leadership capabilities
• Interaction within broader Area for best practice sharing
• Creating network within the global organization
• Understand market and customer drivers
• Improve understanding of how best to generate profit for Safmarine
• Moreover, you will expand your customer network and enrich your market and product knowledge while enhancing the Safmarine's leadership position and contributing to the continuous success of the Maersk Nigeria organization.