Senior Customer Service Consultant

📌 Core Information

🔹 Job Title: Senior Customer Service Consultant

🔹 Company: A.P. Moller - Maersk

🔹 Location: Bangkok, Krung Thep Maha Nakhon, Thailand

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Owning and managing the customer experience throughout the shipment process
• Ensuring cargo transportation complies with customer agreements
• Building strong relationships with customers to enhance mutual cooperation
• Utilizing systems and platforms to improve customer service efficiency

ASSUMPTION: The role emphasizes customer experience and process improvement, implying a need for strategic thinking and customer-focused innovation.

📋 Key Responsibilities

✅ Serve as the primary point of contact for assigned customers.

✅ Ensure compliance with customer SOPs and internal company policies.

✅ Track shipments proactively and communicate deviations clearly to customers.

✅ Manage and resolve customer issues effectively with internal stakeholders.

✅ Monitor and identify opportunities for improving the customer journey using data insights.

ASSUMPTION: Responsibilities suggest an emphasis on proactive communication and problem-solving skills, given the need to manage customer-related issues.

🎯 Required Qualifications

Education: Bachelor's Degree, preferably in Logistics and Supply Chain Management

Experience: 4 to 5 years in customer service or customer experience roles within the logistics industry

Required Skills:

• Customer-centric mindset with continuous improvement focus
• Excellent communication and analytical skills
• Proactive monitoring and stakeholder engagement abilities

Preferred Skills:

• Supply Chain Management experience
• Proficiency in logistics technology platforms

ASSUMPTION: The emphasis on logistics experience suggests a preference for candidates well-versed in supply chain intricacies.

💰 Compensation & Benefits

Salary Range: Not specified. Industry-standard compensation is assumed based on the role's seniority and location.

Benefits:

• Career progression opportunities within a global leader
• Inclusive and diverse work environment
• Access to advanced training and development programs

Working Hours: 40 hours per week; standard office timings expected

ASSUMPTION: Compensations likely include bonuses and benefits common in global logistics firms.

📌 Applicant Insights

🔍 Company Context

Industry: Transportation and Logistics, involved in global trade facilitation and efficient logistics solutions

Company Size: 10,001+ employees, providing large-scale operation benefits like international mobility and diverse career paths

Founded: Not specified; Maersk's historical presence in logistics underscores a stable corporate foundation.

Company Description:

• Industry pioneer with over a century of innovation in logistics
• Emphasis on sustainability and efficiency in operations
• Extensive global footprint across 130 countries

Company Specialties:

• Container Shipping
• Integrated Logistics Solutions
• Supply Chain Management

Company Website: http://www.maersk.com

ASSUMPTION: The company's global reach implies potential cross-border collaboration opportunities.

📊 Role Analysis

Career Level: Senior level, responsible for strategic customer relationship management

Reporting Structure: Likely reports to the Customer Experience or Operations Leadership team

Work Arrangement: On-site presence required for direct customer interactions and team collaborations

Growth Opportunities:

• Pathways to management roles within logistics
• Professional development through internal mobility programs
• Opportunities to lead cross-functional projects

ASSUMPTION: This role likely provides leadership development for advancement into strategic management positions.

🌍 Location & Work Environment

Office Type: Traditional office setting with collaborative workspaces

Office Location(s): Located in the bustling metropolis of Bangkok, a key logistics hub

Geographic Context:

• Access to major transportation networks
• Dynamic market environment with evolving trade policies
• Strategic location for regional and international business activities

Work Schedule: Full-time, traditional work hours with occasional flexibility for urgent customer needs

ASSUMPTION: Being onsite facilitates seamless interaction with local and remote teams, crucial for logistics management.

💼 Interview & Application Insights

Typical Process:

• Initial resume screening with HR
• Technical interview focusing on logistics scenarios
• Behavioral interview to assess cultural fit

Key Assessment Areas:

• Customer service expertise
• Problem-solving abilities in logistics contexts
• Communication skills and stakeholder engagement

Application Tips:

• Highlight logistics achievements in your resume
• Prepare examples of past customer experience improvements
• Demonstrate knowledge of Maersk's values and services

ATS Keywords: Customer Service, Logistics Management, Supply Chain Solutions, Stakeholder Engagement

ASSUMPTION: The process reflects industry norms for senior-level logistics roles, emphasizing operational excellence and customer relationship skills.

🛠️ Tools & Technologies

• Logistics management software
• Customer relationship management (CRM) platforms
• Data analysis tools for tracking shipments

ASSUMPTION: Familiarity with logistics and customer service technologies is critical due to the role's focus on shipment tracking and customer relationship management.

👔 Cultural Fit Considerations

Company Values:

• Diversity and inclusion
• Continuous learning and innovation
• Teamwork and collaboration

Work Style:

• Proactive and collaborative
• Customer-focused with an emphasis on service excellence
• Adaptable to change and new technologies

Self-Assessment Questions:

• How do you prioritize customer needs in a fast-paced environment?
• Can you provide an example of a process improvement you've led?
• What strategies do you use to build strong customer relationships?

ASSUMPTION: Cultural fit is essential for long-term success at Maersk, given its collaborative and dynamic work environment.

⚠️ Potential Challenges

• Managing complex customer requirements in a competitive market
• Adapting to new logistics technologies and platforms
• Balancing multiple priorities in a time-sensitive environment
• Ensuring consistent customer satisfaction across global operations

ASSUMPTION: The challenges suggest a dynamic and fast-paced work environment where problem-solving is key.

📈 Similar Roles Comparison

• Higher emphasis on strategic relationship management compared to junior roles
• Requires a deeper understanding of integrated logistics solutions
• Increased responsibility for the end-to-end customer journey

ASSUMPTION: This position demands strategic oversight typically associated with senior-level logistics roles, beyond transactional customer service functions.

📝 Sample Projects

• Implementation of a new customer feedback system
• Development of a streamlined shipment tracking process
• Leading cross-departmental initiatives to enhance service delivery

ASSUMPTION: Sample projects align with strategic initiatives that focus on service enhancement and operational efficiency.

❓ Key Questions to Ask During Interview

• How does Maersk support professional growth and development within this role?
• What are the primary challenges faced by the CX team in Bangkok?
• How does Maersk incorporate customer feedback into service improvements?
• What technologies will I use daily in this position?
• How do you measure success for this role?

ASSUMPTION: These questions are constructed to evaluate both company support for development and specific role expectations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume to highlight relevant logistics and customer service experience
• Craft a cover letter explaining your interest and fit for the role
• Gather references that can speak to your customer service excellence
• Follow up with the Maersk HR team for updates on your application status

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

```