The role of the CARE Business Partner is to own / manage the customer
experience of his / her customers. This includes proactively monitoring and
managing the end-to-end shipment process in compliance with all company
procedures, ensuring that the cargo is transported as per the transport plan
promised to the customer and / or that the customers is kept informed of
relevant deviations. This requires close cooperation with the counterparts in
One Team CS (GSC) who are executing the majority of the transactional
tasks. Building relationships with the customers, understanding their
business drivers should be leveraged to continuously improve cooperation
and process to the mutual benefit of the customer and Maersk Line.
An exciting career opportunity in an international, challenging business setting characterized by high pace and diversity.
You will get to focus on creating valuable relations with current and new customers and work with highly-professional teams in an environment where you will be valued, recognized and well-rewarded.
There is a great career growth and development within Maersk as the role growth is evolving as there will be chance to work not just in Maersk but also within other subsidiaries of Maersk Philippines
Be the primary point of contact for assigned CARE customers and act as an advocate for these customers, internally within Maersk Line.
Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires (including onboarding of customers to the CARE program), amongst others through regular service calls and customer visits.
Ensure smooth execution of the end-to-end shipment cycle, by working closely with the customer as well as internal stakeholders.
Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives.
Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions in order to pacify the situation and avoid unnecessary cost.
Manage / improve day to day process interaction with own customers by leveraging detailed customer knowledge, actively engaging with One Team CS counterparts where relevant.
Be fully responsible for customer satisfaction of assigned customers
Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
Commercial intelligence : engage customers in discussions about new business opportunities, business and support expectations and competitor / market intelligence.
Feed relevant intelligence back to stakeholders in Sales and / or TNM
Remain current on changes in local & foreign rules, internal & external procedures and product developments, build and maintain understanding of the cargo you are shipping and requirements that come with it and understanding of cross functional processes and how they link it to your role.
In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
Always behave in a manner consistent with and loyal to the A.P. Moller Maersk values
We are looking for
At least one year commercial experience, preferably in customer service
Working experience in the shipping industry and / or in customer service environment
Excellent interpersonal skills
Problem solving & Root Cause Analysis
Attention to detail
Ability to implement change
Ability to work independently and within team adhering to agreed deadlines / timelines