Customer Experience Consultant

Customer Experience Consultant

Location: Guayaquil, Ecuador
Work Model: On-site

About the Position

At Maersk, we are looking for a Customer Experience Consultant to join our team in Guayaquil. This position will be responsible for managing the end-to-end customer experience for clients within the banana industry, leading the complete banana export process, ensuring efficient operational execution, and delivering exceptional service.

We are looking for a customer-focused professional with experience in export operations, strong stakeholder management skills, and the ability to build long-term relationships by providing agile and high-value solutions.

Main Responsibilities

• Manage the end-to-end banana export process for an assigned customer portfolio, ensuring efficient execution from order receipt through final delivery.
• Act as the main point of contact for assigned accounts, ensuring an exceptional service experience and building strong, long-term customer relationships.
• Coordinate daily with customers, shipping lines, transport providers, port terminals, agents, suppliers, and internal teams to ensure operational continuity.
• Maintain constant communication with internal and external stakeholders to resolve issues, anticipate risks, and ensure operational commitments are met.
• Proactively monitor shipment status, identify deviations, and provide timely solutions to minimize impacts across the logistics chain.
• Identify customer needs and provide solutions aligned with their operational and business requirements.
• Manage shipment orders, consolidation planning, and documentation follow-up, ensuring compliance with established processes.
• Analyze and monitor performance indicators (KPIs), driving continuous improvement actions focused on service quality and customer satisfaction.
• Lead service reviews with customers when required and promote process improvement opportunities.
• Identify cross-selling and up-selling opportunities within Maersk's portfolio of products and services.
• Work collaboratively with Operations, Sales, Product, Finance, and other relevant teams to ensure a comprehensive customer experience.

Requirements

• Bachelor's degree or technical degree in Foreign Trade, International Business, Logistics, Business Administration, or related fields.
• Experience in Customer Experience, Customer Service, or Export Operations within the logistics industry.
• Experience managing banana exports or working with banana exporting companies.
• Knowledge of the end-to-end banana export process, including logistics coordination, documentation, and customer service.
• Experience managing a customer portfolio and providing personalized support to assigned accounts.
• Experience coordinating with multiple internal and external stakeholders.
• Knowledge of performance indicators (KPIs) and continuous improvement initiatives.
• Excellent communication, organization, and customer service skills.
• Strong analytical skills and problem-solving orientation.
• Proficiency in Microsoft Office, especially Excel.
• Advanced English and fluent Spanish.

Competencies

• Customer orientation.
• Relationship and stakeholder management.
• Effective communication.
• Proactivity and initiative.
• Organization and planning.
• Problem-solving skills.
• Analytical thinking.
• Results orientation.
• Teamwork.
• Adaptability and sense of urgency.

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Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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