Customer Experience Agent – Vessel

The role of the Customer Experience – Vessel Team is a local coordinator on vessel capacity tasks between local teams and foreign stakeholders(APAFF/UTM)to increase the efficiency of vessel uptake with cost-focus and problem resolution.
This includes proactively monitoring and managing the vessel-related task in compliance with all company procedures, ensuring that the cargo is transported as per the transport plan promised to the customer and/or that the customers is kept informed of relevant deviations. As a Vessel team member, there should be no or minimal customer interaction directly but will support with proactive activities that facilitate smooth cargo readiness and cargo delivery to ensure high levels of customer experience and avoid additional costs.

Perform vessel reconciliation and manifest process for both import + export as per task demarcation effectively in compliance with all company’s Standard Operational Process (SOP)

Be local coordinator on vessel capacity tasks between local teams and foreign stakeholders(APAFF/UTM)to increase the efficiency of vessel uptake with cost-focus and problem resolution

Be the local coordinator between MLO customers and MLO CX to deliver good service per agreement

Provide information and resolution from an overall aspect both in line with company standard process and out-side normal needs when specific such as legal requirements, booking/documentation requirements, and customs restrictions to other CX team to support customer issue resolution which should be tightly linked with providing superior customer experience

Commercial intelligence: In-depth knowledge about the industries in which customers operate.

In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.

Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values

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