Customer Experience Consultant (Exports) - Chakan (Pune)

Maersk — India, Pune, 410501

Key Responsibilities · Manage and monitor the end-to-end shipment process on behalf of the customer logistics department. · Coordinate with various stakeholders in the shipment process handling. · Orchestrator the overall flow of an end-to-end shipment. · Provide a value add to the customers through effective business solutions by having good business knowledge/process understanding. · Query Resolution with shippers/Customers/other stakeholders, timely resolution and response to customers. · Maintain a customer-centric approach, thereby helping to avoid the occurrence of errors and take preventive measures to eliminate repetition of errors. · Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status. · Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation. · Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs. · Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow. · Record and report the performance that helps provide suitable recommendations on: Service delivery wins + Service failures. · Establish and strengthen customer relationships. · Execute reports or other tasks assigned by the Team Leader/Manager. Skills and Competencies: · Good knowledge of and experience with 4PL and Supply Chain Management operations, from both origin and destination. · Effective Communication - has excellent English communication skills (both oral and written), with the ability to communicate confidently for coordination with stakeholders. · Client and Stakeholder Communication - Demonstrates strong communication capabilities in an international environment. · Documentation - has strong documentation experience (e.g., creation of internal operating procedures, standard operating procedures, minutes

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