Customer Experience Agent

August 1, 2024

Maersk

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer
Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.
On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.
On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

The role of the Customer Experience Agent is to own/manage the customer experience of his/her customers. This includes:

Proactively monitoring and managing the end-to-end shipment process in compliance with all company procedures
Ensuring that the cargo is transported as per the transport plan promised to the customer and/or that the customers is kept informed of relevant deviations.
Building relationships with the customers, understanding their business drivers should be leveraged to continuously improve cooperation and process to the mutual benefit of the customer and Maersk Line.

Key Responsibilities

Be the primary point of contact for own customers and act as an advocate for the Customers, internally within Maersk Line
Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders
Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives
Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
Manage / improve day to day process interaction with own customers by leveraging detailed customer knowledge
Be fully responsible for customer satisfaction (own customers)
Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
Commercial intelligence: Details still to be defined
In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values

Who we are looking for
An energetic talent who will grow along with the company, possessing qualifications below:

Customer Service related fields experience is preferred.
Experience in Import and Export Shipping Business is an advantage
Excellent interpersonal and communication skills
Energetic, Well-organized, Self-Initiated and good coordination skill
Good analytical and problem solving skills – ability to look beyond the obvious and identify creative solutions
Team player with proven ability to work under pressure
Possess experience in logistics business

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 are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com .

We regret to inform you that this job opportunity is no longer available