Customer Experience Consultant
- Mississauga, ON, Canada
Pay Range: $60,000.00 - $65,000.00* · Full-time
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Job details
- Pay
- Pay Range: $60,000.00 - $65,000.00*
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
At Maersk, we are committed to delivering world-class logistics and supply chain solutions while creating exceptional customer experiences. As a Customer Experience Consultant, you will serve as the primary point of contact for customers, ensuring the smooth execution of shipments while building strong, long-term customer relationships.
What You'll Do
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.
What You'll Do
- Act as the primary point of contact for our customers.
- Build strong relationships and develop an understanding of each customer's business, service requirements, priorities, and expectations.
- Represent the customer's needs internally and maintain professional, proactive communication.
- Handle customer enquiries through applicable channels including phone, email, and cases.
- Ensure smooth execution of the end-to-end shipment lifecycle by working closely with customers and internal stakeholders.
- Proactively track shipments and identify deviations from the agreed transport plan.
- Inform customers of relevant changes or disruptions and provide potential alternatives or solutions where appropriate.
- Take ownership of customer issues and facilitate timely and effective resolution.
- Engage the appropriate operational and functional stakeholders when additional support is required.
- Follow up on outstanding customer requests to drive timely closure.
- Provide customers with accurate and timely information relating to shipment status, documentation, bookings, delivery schedules, invoices, and other applicable shipment matters.
- Set clear expectations and keep customers informed when there are changes to confirmed plans.
- Communicate professionally and with a solution-oriented, customer-centric approach.
- Work collaboratively with relevant Maersk teams to resolve customer needs. Internal role material identifies stakeholders including Area Product, Area Delivery, Area Sales, Area Finance, GSC/One Team Customer Service and Customer Service leadership, as well as operational functions.
- Take ownership of the overall customer experience.
- Identify recurring customer pain points and opportunities to improve processes.
- Actively seek continuous-improvement opportunities involving customers and internal or external stakeholders.
- Develop an understanding of the customer's business and supply-chain needs.
- Recognize opportunities to strengthen the customer relationship and support Maersk's broader product offering.
- Internal role material specifically includes upselling within the Customer Service Agent success measures.
- College or equivalent is required
- Logistics, Call center experience, and French is a plus
- Excellent interpersonal, problem solving, analytical and communications skills (verbal, written and presentation)
- Ability to build good working relationships (internal and external)
- Team player with proven ability to work under pressure
- Customer and result oriented, Proactiveness, Sense of urgency
- Organizational and Time management skills: multi-tasking and prioritizing, planning work activities efficiently to meet deadlines and high-level goals
- Medical
- Dental
- Vision
- RRSP+ Company Match
- Employee Assistance Program
- Paid Time Off
- Flexible Work Schedules (when possible)
- And more!
- The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.
More about this job
Responsibilities
Serve as the primary customer contact, manage shipment execution and communications, and coordinate with internal teams to resolve issues and keep customers informed. Take ownership of the customer experience, identify process improvements, and strengthen customer relationships, including recognizing opportunities to support broader product offerings.
Requirements
A college education or equivalent is required; logistics or call center experience is relevant, and French is a plus. Candidates should have strong interpersonal, problem-solving, analytical, and communication skills, build effective working relationships, and be customer- and results-oriented with the ability to work under pressure and manage competing priorities.
Skills
- Customer Service
- Shipment Tracking
- Issue Resolution
- Problem Solving
- Analytical Skills
- Verbal Communication
- Written Communication
- Presentation Skills
- Stakeholder Collaboration
- Logistics
- Time Management
- Multitasking
- Prioritization
- Proactiveness
- Upselling
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- RRSP With Company Match
- Employee Assistance Program
- Paid Time Off
- Flexible Work Schedules
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Logistics
- Transportation
Keywords
- Logistics
- Supply Chain
- Customer Experience
- Customer Service
- Shipment Lifecycle
- Shipment Tracking
- Transport Plans
- Bookings
- Shipment Documentation
- Delivery Schedules
- Invoices
- Customer Enquiries
- Case Management
- Issue Resolution
- Stakeholder Management
- Operational Coordination
- Continuous Improvement
- Process Improvement
- Customer Relationship Building
- Upselling
- Call Center Experience
- French
- Problem Solving
- Analytical Skills
- Time Management
- Prioritization