Maersk Hiring for Customer Success Partner , Gurgaon at New Delhi, Delhi Full Time

The Twill vision is to create a world where products & services can flow freely for everyone – and we are just at the beginning of an exciting journey. We want to remove the logistical barriers of international trade (freight forwarding) for small to midsize customers.

Twill is a logistics platform for small and medium-sized businesses, enabling them new ways of working. We work like a start-up, but have the resources and benefits of Maersk, thus giving us a competitive advantage. We are strategically important to Maersk because Twill adds value to the logistics process by providing small and medium enterprises an online booking platform with competitive rates as well as full transparency of the shipping process, simple document management and excellent reporting tools.

At Twill, you’ll be part of a global cross functional team with an aim to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service! We all have our customers in mind, in every action of our daily work life, and this is truly the key to reaching our target!

An exciting career opportunity in an international, challenging business setting characterized by high pace and diversity. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and rewarded

Key responsibilities

Retain and upsell to existing customers through personalised self-service

 The primary role objective is to ensure smooth execution of the end-to-end shipment lifecycle by working closely with the customer as well as internal stakeholders from operations and back-offices across the globe

 Pro-actively support the customer to build trust and operational confidence through phone, chat and email while encouraging/pushing self-service functions

 Upsell new products and services to existing Twill customers to drive revenue growth

 Actively monitor customer NPS and ensure that customer insights and suggestions for automation are shared with the Twill manager

 Effectively manage your time and priorities to balance sales and customer service activities

 Support global team of colleagues in reaching key metrics through collaboration and capacity sharing

Target new customers through a digital value proposition

 Follow-up and qualify Marketing generated leads and logging activities in Salesforce with the aim of acquiring new customers through an office-based approach

 Through an analytical approach and market mapping, find new leads through local insights

 Log all activities in Salesforce and share insights on lead quality through and effective and structured lead qualification process

 Manage objections professionally and share best practices across the team

Hand over leads to Customer Engagement Manager

 Effectively hand-over hot opportunities requiring a face to face engagement to succesfully close/win the opportunity

We are looking for

• Bachelor/Management degree with at least 2-3 years of work experience
• Strong Customer Service experience
• Prior experience in shipping and logistics is preferred
• Experience in selling/upselling
• Effective time management with an ability to multitask
• Worked with digital platforms in the past
• Strong Analytical skills
• Able to work with cross-functional teams in Maersk and liaise with the global Twill teams
• Self-starter with commercial acumen
• Advanced interpersonal communication skills
• Customer focused with excellent attention to detail and drive to serve customers mindset
• Ability to communicate clearly and set focus/direction
• Continuous improvement and productivity drive