Customer Experience Partner

About the role

Deliver industry-leading customer experience, assist in setting up operations structure, and monitor the day-to-day operations of the Vestas Control Tower experience and execution.

Responsibilities

• Understand the supply chain of Maersk Client account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs, and KPIs.
• Build and maintain long-term relationships with customers, internal operational and customer service networks, main 3PLs/2PLs (e.g., Ocean carriers), and internal stakeholders related to the account in other regions and with the Global account team (GPD, KCM, and GCT).
• Proactively identify program exceptions, troubleshoot, and resolve issues according to broad guidelines provided by the Program Manager and/or KCM.
• Act as team lead and escalation point for customer issues and questions.
• Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account.
• Support the team with Fin OPs process knowledge to ensure proper process adherence and GP generation as agreed for the account.
• Maintain IOPs, SOPs, and KPIs in accordance with business changes.
• Analyze gaps between operational service levels and data output, making recommendations to address identified gaps.
• Prepare and present KPIs and other program initiatives to internal Maersk stakeholders.
• Assist and coordinate new tactical and operational projects initiated by the client and/or Maersk.
• Act as a bridge between the origin team and the client to improve understanding and facilitate communication.
• Investigate EDI failures and analyze inputs to determine where/why errors occurred.
• Coordinate with key systems/origin personnel to drive change and improve EDI performance.
• Set up checking mechanisms on key operations elements and monitor exceptions to reduce service issues.
• Ensure compliance with applicable federal, state, and local laws, regulations, and company procedures and policies.
• Perform other position-related duties as specified by management.

Key Competencies

• Proficiency in Maersk systems, including MODS and myMAERSK Supply Chain.
• Excellent written and verbal communication skills.
• Agile, customer, and people-oriented.
• Tech-savvy with strong troubleshooting and problem-solving skills.

Requirements

• High school diploma or equivalent required; BA/BS preferred.
• 3-5 years of SCM or similar industry experience.
• Solid SCM/Shipping operations background.
• Client management experience preferred.

Skills

• Strong execution mindset with financial technical skills, analytical ability, and operational focus.
• Ability to work independently with minimal supervision.
• Proficiency in Maersk systems and MS Office products.
• Good commercial awareness and decision-making skills in the absence of management.
• Excellent interpersonal, communication, conflict resolution, and problem-solving skills.
• Well-organized, self-directed, and a team player.
• Strong and current knowledge of technology platforms.

Pay

The anticipated starting salary range for this position is $52,000 - $65,000. The final starting salary will be determined based on prevailing market conditions, location, and other factors in accordance with all applicable laws.

Benefits

• Health Insurance
• Paid Time Off
• 401k Match