Customer Experience Partner - Ocean

The OpportunityWe are looking for a Senior Customer Experience Partner - Ocean to join our North America Customer Service team. This position will be based in Mississauga.The role of the Senior Customer Experience partner is to ensure customersatisfaction by providing excellent customer service, handling customerrequests, resolving problems and actively building strong relationshipswith customers to gain an understanding of their business.We OfferWe offer you an exciting global career at the forefront of world trade.Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy.We're proud of the people who define our company's industry leadership, global team culture, and customer-centric focus every day.When you join our team you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view through our international job postings. We offer competitive compensation and benefits for full-time employees including health, dental, and vision insurance, a savings plan with an employer match, and paid time-off - and our parental leave policy is recognized worldwide as one of the best in the industry.Key ResponsibilitiesReceive and respond to customer contacts within specified guidelines (phone, email, reporting tools, Salesforce).• Research and respond to product, service, and problem-resolution inquiries within specified guidelines.• Solicit and book export cargo via phone, e-booking, EDI. Ensure accurate processing of customer booking information (Rate/contract information, Hazardous cargo details, booking coordination & facilitation, correct routing, notifying customers of cargo receipt cut-offs and other requirements).• Ensure accurate processing of customer cargo information: Monitor the coordination of Government holds, releases and customer notifications, longstanding cargo and coordinate US Customs General Order Seizure or Abandonment procedures and ensure appropriate deadlines are met to avoid Governmentagency penalties.• Coordinate guarantees for demurrage between customers and appropriate business units.• Coordinate and facilitate overweight cargo handling, Diversions, and Detention in Transit for customers as required.• Tracking, tracing, troubleshooting, and late-gate coordination.Maintain customer records by updating account information ininternal systems.• Monitor and facilitate Bill of Lading changes & amendments for customers as required. Ensure changes are properly and accurately relayed to customers and/or others such as Dispatch, port facilities, and Finance.• Ensure all data is accurately entered into appropriate systems in a timely manner. Record reasons for changes and/or amendments in appropriate systems.• Ensure changes are properly and accurately relayed to customers and/or others such as Dispatch, port facilities, etc.• Comply with all Federal, State, and Local legal requirements.• Maintain technical and professional proficiency.• Attend required training as specified for job and certification. Attend meetings as required.• Market e-channels to customers to promote Maersk.com use.• Serve as a liaison between customers and dispatch, port facilities, RLMs, freight cashiers, and others.• Supports company commitment to ISO 9001, 14001, and OHSAS 18001 certification.We are looking for• College or equivalent is required.• Logistics, Call center experience.• Working experience of at least 4 years in the industry.• Ocean experience preferred.• Excellent interpersonal, problem-solving, analytical, and communication 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.• Initiative Identifying what needs to be done and doing it before being asked or before the situation warrants it.• Organizational and Time management skills: multi-tasking and prioritizing, planning work activities efficiently.to meet deadlines and high-level goals.• Being able to work with internal and external (vendors) stakeholders.• Working knowledge of MS Office products, specifically Word, Excel, and Outlook.Notice to applicants applying to positions in CanadaYou must be legally authorized to work in Canada.#LI-CV1Maersk 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.

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