Sr. Customer Experience Partner - ICX

As a Senior Customer Experience Partner at Maersk, you will play a crucial role in ensuring exceptional customer experiences as well as overseeing daily operations of the Integrated Customer Experience and Execution program. Your tasks will involve understanding business requirements of Ocean and Supply Chain accounts, maintaining relationships with customers, identifying and resolving program exceptions, leading collaborations with the Global Service Centre staff, and analyzing service gaps to provide insightful solutions.

To be a successful Senior Customer Experience Partner at Maersk, you'll need at least a Bachelor’s degree or equivalent alongside 2-3 years of experience in Ocean and Supply Chain Management. A solid background in ocean transportation, SCM, and shipping operations is essential. Previous client or program management experience will also give you an edge in this dynamic role.

At Maersk, we are committed to fostering a culture of continuous learning and development. We provide various opportunities for personal and professional growth, from training programs tailored for the Senior Customer Experience Partner role to participation in tactical and operational projects that promote collaboration and innovation in logistics.

Maersk offers a comprehensive benefits package to support its employees, including medical, dental, and vision coverage, 401k with company matching, paid time off, flexible work schedules when possible, and an Employee Assistance Program. This reflects our commitment to ensuring the well-being and work-life balance of our Senior Customer Experience Partners.

The anticipated salary range for a Senior Customer Experience Partner at Maersk is between $63,000 and $72,000. Please note that this range may be adjusted based on market conditions, and we work with selected candidates to finalize starting salaries in compliance with applicable laws.

When answering this question, focus on specific projects or tasks you have managed, including roles you've played in improving efficiency or solving challenges within supply chain operations. Be prepared to provide examples that highlight your problem-solving skills and your ability to enhance customer experiences.

Share specific methods you utilize to foster client relationships, such as regular check-ins, personalized communication, and proactively addressing any concerns. Highlight your interpersonal skills and how they have helped you create strong bonds with customers in previous roles.

To effectively address this question, outline your problem-solving approach, including how you assess the situation, communicate with stakeholders, and implement solutions promptly. Providing a real-life example will add credibility to your response.

Discuss the importance of understanding client needs and the interplay between those needs and internal processes. Emphasize your analytical skills and your experience in making data-driven decisions to ensure alignment with IOPs, SOPs, and KPIs.

Think of a specific project or instance where you led a team to achieve a common goal. Explain your leadership style, how you motivated your team members, and the positive outcomes that resulted from this collaboration.

Be prepared to mention specific analytical tools or software you've used in previous roles, such as data visualization or project management tools. Illustrate how these tools have aided you in identifying service level gaps and formulating recommendations.

When discussing this, showcase your investigative technique, referencing steps you take to identify the root cause and how you collaborate with teams to rectify the errors. Your response should emphasize your attention to detail and technical acumen.

Emphasize your organization and time management skills. Talk about how you assess urgency, client needs, and project deadlines to prioritize your tasks effectively while maintaining quality of service.

Express your alignment with Maersk's values, such as diversity, innovation, and commitment to sustainability. Share your excitement to contribute to the company's mission and how your skills and experiences perfectly fit the role.

It's essential to convey your empathy and problem-solving approach. Discuss your strategy for managing customer emotions, listening to their concerns, and working toward a resolution that satisfies both the client and the company’s goals.