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

• 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.