Opportunity
The role of the Senior Customer Experience Partner is to take full responsibility for the customer experience by managing the end-to-end shipment cycle for customers with high volume or complexity in compliance with all company procedures and regulatory requirements. In this role, the candidate is to provide industry leading customer care to increase customer satisfaction and continuously improve the customer experience.

In addition, the Sr. Customer Experience Partner will support the Customer Service managers with projects and data analytics and will actively support the development of junior Customer Experience Partners to upscale the teams and ensure sustainability.

• Ensure smooth execution of the whole shipment lifecycle by working closely with customers, vendors, and internal support groups to achieve customer satisfaction goals through proactive and/or reactive issue resolution ownership.
• Manage accounts with high business impact in terms of volume and/or revenue and high complexity.
• Utilize trends to monitor agreed service levels, such as contracted transit milestones and/or transit times.
• Actively prevent service failures and collaborate with stakeholders to implement countermeasures when necessary.
• Provide customized data solutions to maintain customers’ cargo performance scorecards.
• Identify the root cause when targets are not met and implement solutions by working closely with stakeholders.
• Build rapport with and manage vendor performance related to customers cargo to ensure timely cargo delivery.
• Understand and be familiar with KPIs and act in line with set targets.
• Drive continuous improvements to remove waste and lower costs for both internal and external…

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Please refer the Job description for details