Customer Success Partner - Reefer/FMCG

KEY RESPONSIBILITIES:

• Build long-term partnerships with clients by understanding their supply chain challenges maintaining strong relationships with existing and potential customers 
• Act as the primary point of contact for customer inquiries, ensuring timely and effective communication on significant trends, rate changes and policies for your assigned accounts 
• Reporting and feedback loop from the sales team on opportunities and Ocean and Landside contract fulfillment. 
• Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship. 
• Client engagement – Support Sales with customer visits and engagement to understand business and needs of the customers and how to support them. 
• As a customer advocate, ensure customer needs are met and account issues are resolved quickly, leveraging resources from across the company as needed. 
• Manage the Allocation process and coordinate with customers to ensure they deliver on the commitment. 
• Manage the tender handling/contracting process and co-ordinate with Tender Contract Management (TCM) to ensure a comprehensive and competitive offer is submitted to the customers. 
• Co-ordinate the L&S Quoting & contracting process with the relevant stakeholders. 
• Timely contract renewals & contract management. 
• Engage with and enable customers from contract handling through performance and satisfaction. 
• Manage the allocation to contract fulfilment process; internally and externally. 
• Support in issue resolution and drive transactional efforts toward OTS (One Team Sales). 
• Customer satisfaction – customer follow up and initiatives. 
• Client facing – customer visits to understand business and needs of the customers and how to support them. 
• Learning and development focal for Sales team.

WHO WE ARE LOOKING FOR:

Someone with:

• 3–5 years’ experience in customer service, logistics, or freight forwarding
• Proven experience managing end-to-end shipment processes and customer relationships
• Experience handling complex accounts and escalations
• Proven experience in a commercial role within the logistics industry with role in developing solutions for customers in the Reefer and FMCG vertical. 
• Proven track record in business-to-business sales, preferably in shipping, logistics, or transportation. 
• Skilled in consultative/value selling and solution-based approaches. 
•  Independent action as well as an entrepreneurial mindset and commitment 
• Ability to articulate value creation by providing integrated solutions combining the Maersk products and services 
• Experience within the Reefer and FMCG vertical. 
• A strong continuous improvement mindset 
• Excellent communication and problem-solving skills. 
• Self-motivated, independent starter who is also a good team player. 
• Strong analytical skills.