Customer Program Specialist

The Customer Program Specialist builds strong relationships with customers to gain an understanding of their business, deliver excellent customer service and maximize sales opportunities.

Typically handles a large number of customers or larger, more complex customers. Manages accounts with large business Impact:

The level of impact is defined by volume and/or revenue contribution to the cluster scorecard. The customer often has a certain complexity.

The Senior Customer Experience Partner will be responsible for providing the proactive feedback and recommendations on handling, control, and communication for all aspects related to a specific customer's program.

• On-site point of contact for customer to address and resolve problems.
• Communicate with the customer where required as primary point of contact in support of the Operations and IT.
• Receive and compile weekly and daily report for a specific customer.
• Prepare weekly update for the customer and send to management regarding the weekly activity.
• Prepare granular data when needed for Monthly, Quarterly, and yearly operational reviews.
• Proactively investigate missing milestone cases, through raising IT tickets and working with IT to resolve the issue.
• Work with IT for incidents raised by the customer that need escalation and immediate support & resolution.
• Communicate with offices that are not following the required cadence to make necessary improvements.
• Identify operational issues raised by customer, update operations OIL list and work with customer, internal and external, to do process observation and determine the root cause of the problem. Provide recommendations of changes needed and support leadership with necessary actions.
• Participate in the weekly customer meetings to understand open issues, developments that are in progress and support where required.
• Monitor performance metrics and generate daily/weekly reports.
• Assist customer to handle exceptions and track and trace for all shipments.
• Other duties as assigned.

Experience & skills

• Bachelor Science degree preferably in Business/Logistics/Engineering
• 3+ years relevant experience with a proven track record in operational management (preferably Maersk)
• Understanding and passion for driving Operational Excellence in the business
• Ability to work in a matrix organization and influence decision makers
• Proven and sustained track record, with focus on driving results through others
• Experience of working with wide variety of complex operational and commercial challenges
• Exposure and understanding of Business Improvement / Lean tools
• Excellent communication and influence skills
• Ability to interface with local and regional management teams
• Being a team member supporting the global/regional/country teams proactively
• Ability to build strong effective networks
• Knowledge of risk management with the ability to identify activities

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

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Pay Transparency Notice:

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