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.
The role of the Customer Experience Agent will be to own/manage the customer experience in all interactions with key stakeholders and follow up with relevant stakeholders and internal staff for further guidance where needed. This role acts as the liaison between Maersk line and external stakeholders to ensure smooth flow of communication and operations.
This role includes providing services to customers once they are onboarded in the Maersk environment. Activities may include (but will not be limited to) Customer channel management, Case Management, Customer onboarding and relationship management, Contract and dispute management, and more.
Responsibilities:
* Act as a primary point of contact for deliveries to final customers as FCL or LCL shipments.
* Take ownership of delivery-related issues and cases assigned to them and perform problem resolution to customer satisfaction.
* Follow up on a daily basis internally with local teams.
* Act as the primary point of contact to customers and vendors – ocean carriers/custom departments/trucking companies.
* Handle general queries as presented at the counter.
* Prepare and maintain daily operations.
* Ensure good coordination between Front office and back office import teams.
* Be fully responsible for customer satisfaction, owning and managing all customer-facing activities.
* Follow current policies and standard operating procedures, thinking of and communicating ways to improve them.
* At all times adhere to company procedures and regulatory requirements and behave consistently with and loyal to the A.P. Moller – Maersk values.
What we are looking for:
* Experience in sea import shipments; trucking and customs activities.
* Excellent stakeholder management, interpersonal, and communication skills.
* Energetic, well-organized, and self-initiated.
* Analytical and problem-solving skills.
* Good process understanding and digital proficiency.
* Ability to work under pressure keeping quality in focus.
Good team member able to share best practices.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. We are an equal opportunities employer and welcome 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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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