CX Consultant

About the role

The National Customer Service CX Consultant supports the National Account (NA) Sales Program and ensures 24/7/365 Business Continuity. CX Consultants process customer inquiries via phone and email. They track and trace shipments and enter returns for specific accounts. They are responsible for day-to-day communication with National Account customers, as well as problem solving escalations as it relates to customer pick-up and deliveries. CX Consultants provide phone coverage for all Maersk stations after business hours.

Responsibilities

• Monitor (Track) shipments and review any special requirements to ensure delivery and/or pick-ups expectations are met.
• Make outgoing phone calls to follow up on shipment status
• Assist in resolving shipment issues and updating customers
• Assist and support Maersk stations and Agent City Partners
• Monitor Case Management for any customer inquiries and assist i providing answers directly back to the customer
• Communicate with Maersk stations and Agent City Partners when resolving shipment issues or escalations
• Attend calls and meetings as required
• Follow published procedures and SOPs for National Accounts and bring modifications to management’s attention
• Conduct monthly “Wellness” Calls and document into Case Management
• Update weekly Customer Temperatures
• Review MGF Performance Dashboard
• Master any outside customer applications
• Perform other duties as assigned by management

Skills & Competencies

• High energy individual with excellent oral and written communication skills
• Superior phone manner
• Internet savey
• Ability to handle multiple functions
• Good organization and problem-solving skills
• Work remotely to ensure necessary tasks are completed during business continuity
• Detailed oriented

Pay

The stated pay range is the anticipated starting salary and may be adjusted based on market conditions, experience, and location. Final compensation will be discussed directly with the selected candidate(s) in compliance with all applicable laws.

Benefits

• Health Insurance
• Paid Time Off
• 401k Match

Schedule

Flexible with schedule when colleague shifts need to be cover