Customer Experience Consultant (Logistics)

About the role

Maersk, a global leader in integrated logistics, is looking for a Customer Experience Consultant (Logistics) based in Tel Aviv. The role focuses on managing end-to-end shipments, resolving customer queries and strengthening customer relationships in a fast-paced, international environment.

Key responsibilities

• Manage and monitor the end-to-end shipment process and coordinate with stakeholders involved in shipment handling.
• Provide value-added business solutions to customers through good business knowledge and process understanding.
• Resolve queries with shippers, customers, the sales team and other stakeholders, responding and escalating issues in a timely manner.
• Maintain a customer-centric approach, taking preventive action to avoid and eliminate repeated errors.
• Prepare and submit documents accurately and on time, keeping stakeholders informed of status.
• Contribute to cross-selling, up-selling and customer retention.
• Follow processes, SOPs and IOPs, and work with the Commercial team to build and strengthen customer relationships.
• Monitor customer-specific KPIs, execute reports and other assigned tasks.

Required profile

• Fluency in Hebrew and English is a must.
• Experience in a customer-facing role, ideally within the logistics industry.
• Proven track record as a customer service agent who drives cross-functional process improvements and turns around dissatisfied customers.
• Experience in a matrix, multi-cultural organization, building local and international networks.
• Strong communication, persuasion, negotiation and questioning skills, and the ability to handle common customer objections.
• Self-motivated and performance driven.