Maersk Line Recrute 01 Agent

Single Carrier CX Agent

Senegal

Dakar

Local

Customer Service

Last application date: 30/9/2021

Responsible for owning/managing the customer experience of his/her customers as well as executing the dispatch work order from the booking system to vendors for relevant modalities such as rail, truck, barge, etc. On the customer service side the person is responsible for identifying issues proactively, build strong relationship with customers and identify solutions which benefits both Maersk and the customer. On the inland execution side the person is responsible for liaising and preparing transport plans with suppliers and use triangulation to optimize the planning while ensuring we provide a punctual and smooth service delivery to the customers.

We offer

-At Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service!

-Moreover, you will expand your ability to deal with a wide range of customers and enrich your market and logistic products knowledge while enhancing Maersk’s leadership position and contributing to the continuous success of the organization in the region.

Key responsibilities

-Understanding of external factors impacting Customer’s supply Chain & understand their sense of urgency, service needs, drivers and desires.

-Ability to align with customer expectations upfront & to be able to respond with suggested solutions.

-Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, including the inland delivery, by working closely with the customer as well as internal stakeholders.

-Proactively track shipments and notify customers of relevant deviations from the transport plan (ocean and inland), including potential solutions or alternatives.

-Liaising and preparing transport plan with Execution team/suppliers and using triangulation to optimize planning.

-Be fully responsible for customer satisfaction across Maersk product offering (own customers).

-Willingness to go the extra mile towards the customers & with focus on providing solutions.

-In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal/external stakeholders.

-Develop Costs saving mindset on your daily activity.

-Ensure Agent view tasks are closed within optimal actions date/time

-Follow up on the Longstanding shipments under assigned service package.

-Promote online services and flag any issue preventing or demotivate its use.

-Ensure weekly service call are completed for at least 7 customers/week.

We are looking for

-3 to 5 years of experience in the Logistics sector, in a customer facing role.

-Excellent Stakeholder management, interpersonal, and communication skills.

-Energetic, Well-organized, and Self-Initiated.

-Analytical and problem-solving skills.

-Good Process understanding & digital proficiency.

-Ability to work under pressure keeping quality in focus.

-Strong execution mindset.

-Strong Cost conscious and optimization mindset.