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Key responsibilities
• Work shifts rotate within 8a-7p CST. Candidates may eventually work 10a-7p CST shift after training.
• For non- assigned Maersk accounts, Act as a primary point of contact for customers be the Customer advocate internally in Maersk Line.
• Actively participate in incoming call resolution for accounts. Be able to take ownership of these issues and perform problem resolution to the customer’s satisfaction
• Be fully responsible for the escalated issues that are handed back to NAM from the One Team customer service team. These will include customer facing and/or more complex transactional items.
• Be fully responsible for customer satisfaction, own, manage all customer facing activities.
• Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership.
• Follow current standards; think of ways to remove waste; improve standards and share thoughts
• Understand claims policy and its impact on company assets and guide
• customers best possible through any potential claim situation
• Understand per diem / demurrage implications for containers and its impact on company revenue
• Understand and be familiar with local KPIs and act in line with set targets.
• Drive continuous improvements opportunities.
• Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and / or trends.
• To always behave in a manner consistent with and loyal to the A.P. Moller -Maersk Values.
• Efficiently manage between 45-60 calls per day while providing excellent customer service

We are looking for
Soft Skills:
• Excellent communication and interpersonal skills
• Excellent organizational and problem-solving skills
• Outgoing candidates that are looking to build a career in business, sales, or operations.
• Proficient navigating through concurrent multiple computer based programs

Requirements:
• Able to work a shift within 8a-7p CST
• High school diploma or equivalent (4-year college degree preferred)
• Customer face to face service experience
• MS Excel must be able to Input, export, sort, & filter data, create and modify spreadsheets, use basic formatting
• MS Word must be able to create and modify docs
• MS Outlook must be able to manage emails and calendars

Preferred Qualifications:
• 2+ yrs of customer face to face service experience
• Previous shipping or logistics industry experience
• Experience using SalesForce
• Experience using SharePoint

Apply online at:
https://jobsearch.maersk.com/jobposting/index.html?id=ML-160517