• Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership. Person will be responsible to Improve Customer Experience and Drive Operational Excellence.

• Align and coordinate with multiple external and internal stakeholders on customer specific requirements with Internal Operating Procedure (IOP) and Standard Operating Procedure (SOP) as outputs.

• Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information.

• Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders.

• Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience

• Coordinate closely with the Global CX Consultant and the network of CX Consultants across other locations for a consistent service delivery

• Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network.

• Drive continuous improvement to improve efficiency and ease of doing business with Maersk.

• Manage first level of operational escalations and non-routine exceptions, including establishing contingency plans to mitigate impact.

• Proactively provide insights to customers on potential service disruptions and work with them in developing business continuity or recovery plans.

• Facilitate regular monthly business reviews with customers to discuss performance and align on future plans and priorities

Enable Growth

• Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.

• Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales/Product to improve contract fulfillment ratio.

Value-Enhancing

• Collaborate with customers on strategic projects and initiatives that deliver immediate to near-term tangible business outcomes.

Accountable for:

• Driving customer satisfaction and achieving customer-specific KPI and SLA pertinent to locally managed business.

• Delivering operational excellence to provide seamless customer experience while maximizing individual productivity

• Supporting growth by tapping opportunities for additional revenue streams and following up on customer contract fulfilment

• Creating additional value for customers by partnering on initiatives aimed at achieving their business objectives

Key metrics:

• Customer Satisfaction i.e. Net Promoter Score

• Customer-felt KPI/SLAs

• Process specific KPI/SLAs

• Service Package Compliance

• Productivity

• Upselling/Cross Selling

• Volume Conversion/Contract Fulfillment

• Value-Enhancing Business Impact

Key competencies:

• 5+ years of relevant experience. Ownership, Customer Orientation (Advanced)

• Effective Communication, Data Savvy (Proficient).

• Problem Solving Skills

• Product knowledge in Lead Logistics, Landside/First mile, Depots & Customs

Qatar (Regional) Experience is mandatory.