Customer Success Partner (Customer Experience)

Date Posted: Posted22 hari yang lalu

Salary:

Jakarta

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Job Description

The purpose of this role is to be the essence of customer centricity by not only selling the Twill value proposition to new potential customers but also taking excellent and pro-active care of them once they are onboard and growing them by always knowing their next need. The purpose is to win new customers, optimise retention and grow revenue and to do it in a digital first way: always focus on enabling customers to self-serve. Work closely with Engagement Managers to ensure a smooth transition of customer ownership.

We offer

You will be the spokesperson of Twill’s mission to make shipping simple, helping shape Twill into a commercial & operational success
You will be part of the most exciting Corporate Startup disrupting the End to end logistic industry with people and technology.
You will be part of a team that is young in spirit, ambitious, multicultural but also experienced in end to end logistics service provider.
Your work will be visible to the top leadership of Twill and the Maersk Group.
You can read more about being part in Twill in our blog: https://www.twill.net/freight-forwarding-news/

Key responsibilities

Manage and support shipments and the needed actions throughout shipment lifecycles of our customers – all the way from booking and until cargo lands safely at destination premise.
Onboard customers into the Twill Platform and ensure they know how to operate and manage their shipments including the related actions needed in the milestone overview.
Be available to customers when things falls out of the happy flow, help ensure we do our absolute best to get it back on track with minimum negative consequences to customers.
Pro-actively support the customer to use self-service functions to build trust and operational confidence with the customer in using the features on Twill.net
Use improvement mindset to take note of recurrent issues, with the intention of finding structural solutions to avoid facing the same issues again.
Support in the follow-up of marketing generated leads and logging activities in Salesforce with the aim of acquiring new customers through an office-based approach.
Build relationships with customers where possible to support providing best value for money when using Twill (example, process improvements like routing optimization etc.)
Drive upselling efforts to simplify the supply chain for customers and to create loyalty hooks to help retaining customers to Twill.
Collaborate with Twiller’s around the world in creating good relationships that will support the good resolution of issues when they occur, and when they need support from abroad.

We are looking for

Logistics or Airfreight or LCL expertise
Customer-centric and proactive
Selling over the phone
Continuous improvement and productivity drive
Self-service minded
Familiar with end to end process of shipping and logistics would be highly advantages.
Self-initiated along with Continuous improvement and productivity drive mindset.

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Job Detail

Job Id

1611daab48160262
Location

Jakarta
Company

Maersk
Type

Private
Employment Status

Permanent
Positions

Available
Career Level

Experience
Gender

Male/Female