Key Responsibilities

- Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk setting. Activities may include the following (but are not limited to):

- Customer channel management

- Case Management

- Customer onboarding and relationship management

- Assist customers with their issues keeping close communication with our co-workers locally or overseas to ensure prompt handling of exceptions or concerns.

- Deliver a positive customer experience for all customers and ensure a smooth execution of the end-to-end shipment lifecycle by working closely with the customer and internal teams.

- Is responsible for customer satisfaction and has experience with customer interaction.

- Understand customers' business drivers, needs and requirements and build strong relationships with all stakeholders including offshore GSC teams.

- Handle incoming customer services queries, issues and exception management.

- May support the Customer Experience Partner and internal teams.

- Attend to export- or import-specific processes as assigned in the team, namely:

- Complete import/export process, complying with SLAs and global process design.

- Facilitate completion of documentation process, closing of open export and import tasks.

- Support with proactive activities that facilitate smooth cargo readiness and delivery order to ensure high levels of customer experience and avoid additional costs.





- Work in close coordination with Area Partners on needed follow up to ensure smooth delivery of cargo to the customer as per agreed contract terms.

Skills Competencies

- Passion to drive closures high-level customer service orientation - Customer Centricity.

- Excellent in both oral and written English communication skills, with the ability to communicate confidently for coordination with stakeholders.

- Demonstrates strong communication capabilities in an international environment.

- Able to work with different cultures and people, including phone calls.

- Strong time management to complete tasks on time

- Keen to details; a proactive attitude to foresee irregularities and propose alternative solutions.

- Ability to work under pressure to cope with periods of high workload and tight timelines.

Qualifications

- Any Graduate with minimum 1-2 years' experience in customer service transactions/processes and dealing with direct customers in shipping/forwarding/supply chain industries.

- Excellent French and English communication skills both written and verbal.

- Knowledge of Salesforce/ SAP and MS Excel is an advantage.

- Excellent stakeholder management skills.

- Willing to work in afternoon shift, site based working arrangement.

Functional Technical Competency

- Proficient in Transportation Management Systems and Cargo planning.

- Advanced skills in MS Excel; with experience in reporting thru MS Excel.

📌 Ocean Customer Experience Specialist - French (Chennai)
🏢 A.P. Moller - Maersk
📍 Chennai