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.
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The role of the Customer Experience Agent will be to own/manage the customer experience in all interactions with the key stakeholders and follow up with relevant stakeholders and internal staff for further guidance where need be, act as the liaison between Maersk line and external stakeholders to ensure smooth flow of communication and operations.
This role will includes providing services to customers once they are onboarded in the Maersk environment. So activities may include the following (but will not be limited to) Customer channel management, Case Management, Customer onboarding and relationship management, Contract and dispute management and more.
Responsibilities:
1. Act as a primary point of contact for deliveries to final customer as FCL or LCL shipments
2. Take ownership of deliveries related issues and cases assigned to them and perform problem resolution to customer satisfaction.
3. Follow up on daily basis internally with local teams
4. Act as primary point of contact to customer and vendors – ocean carrier/custom dpt/ trucking companies
5. Handle general queries as presented at the counter
6. Prepare and maintain the daily operations
7. Ensure good coordination between Front office and bac office import team
8. Be fully responsible for customer satisfaction, own, manage all customer facing activities.
9. Follow current policies and standard operating procedures, think of and communicate ways to improve on them.
10. At all times adhere to company procedures and regulatory requirements & to always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.
What we are looking for
11. Experience in sea import shipments; trucking and customs activities
12. Excellent Stakeholder management, interpersonal, and communication skills
13. Energetic, Well-organized, and Self-Initiated
14. Analytical and problem-solving skills
15. Good Process understanding & digital proficiency
16. Ability to work under pressure keeping quality in focus
17. Strong execution mindset
Good team member able to share best practices
Administrative stream includes those who primarily support others by performing skilled technical, administrative or operational tasks. Jobs may range from highly supervised entry-level workers, technicians, and administrative staff to experienced individual contributors with robust technical or practical knowledge in specific areas, who have an ability to execute specialized work to support operations.
At the top of this career stream, individuals work independently and apply standards, yet can also make departures from established processes to resolve problems.
A colleague at this level works on tasks of limited scope and complexity, exercises independent judgment within defined boundaries and guidelines and typically under supervision. The colleague has skills developed through job-related training and on-the-job experience within a specific job discipline.
Colleagues have knowledge of standardized work routines and methods, general facts and information but may need to escalate non-routine problems to a more experienced colleague or supervisor.
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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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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