Customer Experience – Export/paper and forestry

Opportunity
Maersk is brilliant at incubating talent and for the right candidate, the opportunities are endless to grow within the organization with horizontal or vertical moves basis consistently strong performance.

We 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.

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We’re proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day.

As Customer Experience , you will drive customer experience throughout the end to end export process of their files from the prealert till the delivery of the documentation.
Also execute, support and supervise daily operations tasks related , Export shipments, in accordance with agreed procedures & deadline , so as to deliver results within specified transit time.

KEY RESPONSIBILITIES

Support sales in growing our paper and forestry.
Manage a portfolio of paper and forestry customers and be fully accountable for their experience.
Ensure proper Customer onboarding to ensure proper collaboration throughout the export process.
Proactively advice all parties involved about their liabilities if documents or other prerequisites to any stage of process are not provide/met according to agreed terms.
prevent and avoid any possible additional costs (storages/demurrage/detention/…) that can negatively affect the margin initially estimated.
Take all measures to solve any issues preventing process completion, and if unsuccessful, immediately escalate to the CX manager, or in her absence the Area CX Manager.
Monitor and ensure timely service response to any customer inquiry (within 24 hr).
Make sure all required KPI data is captured and that TrakIT is filled in timely.
Coordinate with internal & external stakeholder the proper execution of operation within the KPI agreed per step.
Provide regular/timely updates to customers as agreed. (Weekly/biweekly).
Exercise “constant care” as best policy and be committed to Maersk Cameroon SA quality concept.
Support interaction with shippers, their representatives, and potential customers of Maersk Cameroun SA ensuring that the company is always represented in the best possible light.

REQUIREMENTS

Bachelor degree in any relevant field of study.
4+ years of experience on Agri commodity ( Timber , cocoa, Coffee, Sesame, Arabic gum.. cotton.
Basic transit import/export operations understanding.
Client product knowledge.
Exposure to continuous improvement techniques
Teamwork with very good communication
Process execution leadership
System: TRAKIT- Case Management -Kewill- GCSS – Agent View
Fluent in French and English

All applications must be submitted ONLINE at: https://www.maersk.com/careers/vacancies?continent&category&country=Cameroon