CX Consultant

The National Customer Service CX Consultant supports the National Account (NA) Sales Program and ensures 24/7/365 Business Continuity. CX Consultants process customer inquiries via phone and email. They track and trace shipments and enter returns for specific accounts. They are responsible for day-to-day communication with National Account customers, as well as problem solving escalations as it relates to customer pick-up and deliveries. CX Consultants provide phone coverage for all Maersk stations after business hours.

Key Responsibilities

Monitor (Track) shipments and review any special requirements to ensure delivery and/or pick-ups expectations are met.

Make outgoing phone calls to follow up on shipment status

Assist in resolving shipment issues and updating customers

Assist and support Maersk stations and Agent City Partners

Monitor Case Management for any customer inquiries and assist i providing answers directly back to the customer

Communicate with Maersk stations and Agent City Partners when resolving shipment issues or escalations

Attend calls and meetings as required

Follow published procedures and SOPs for National Accounts and bring modifications to management’s attention

Conduct monthly “Wellness” Calls and document into Case Management

Update weekly Customer Temperatures

Review MGF Performance Dashboard

Master any outside customer applications

Flexible with schedule when colleague shifts need to be cover

Perform other duties as assigned by management

Skills & Competencies

High energy individual with excellent oral and written communication

skills

Superior phone manner

Internet savey

Ability to handle multiple functions

Good organization and problem-solving skills

Work remotely to ensure necessary tasks are completed during

business continuity

Detailed oriented

*The stated pay range is the anticipated starting salary and may be adjusted based on market conditions, experience, and location. Final compensation will be discussed directly with the selected candidate(s) in compliance with all applicable laws.

Benefits

Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

Notice to applicants applying to positions in the United States:

You must be authorized to work for any employer in the U.S.

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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 .