Customer Experience Agent

Opportunity

At Maersk we are pioneers in logistics. We are embarking on a bold new direction expanding our capabilities to become a truly endtoend logistics service provider that can deliver intelligent solutions for customers around the world. Innovation will play a huge part in getting us there. And by joining our team we will empower you and your colleagues to find new ways to take the complexity out of logistics and make it as simple and customerfriendly as possible. This isnt just about the part you play in our business its about the change you can make in our world.

Lets create a better tomorrow and make positive change socially economically and globally. 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.

We strive ambitiously to make trade more open inclusive and sustainable for communities customers and employees worldwide. With Maersk youll be surprised at the difference we can make in the world together.

We Offer

In Maersk we put you in the driver seat of your own career and you will be trusted and empowered to take on new challenges. We offer you an exciting global career at the forefront of world trade. And thanks to our global scale you will be wellpositioned to explore opportunities at Maersk around the world. The many other highlights include the most modern talent development initiatives and competitive benefits. We are proud of our people who define our companys industry leadership global team culture and customercentric focus every day.

Having substantial operations in over 130 countries we work across continents across cultures and with individuals from all walks of life. This drives our ambition to create equitable and inclusive workplaces where every individual can have a sense of belonging.

And much more:

• Industryleading talent development initiatives and competitive benefits: our parental leave policy is recognized as one of the best in the industry.

• Flexible Workplace Policy and working hours.

• Access to internal training opportunities.

• Excellent benefits to employees including a competitive pension scheme health insurance.

Key Responsibilities

• Manage and monitor the endtoend shipment process.

• Coordinate with various stakeholders in shipment process handling.

• Orchestrate the overall flow of an endtoend shipment.

• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.

• Query Resolution with shippers/Customers/Key Account Managers/other stakeholders timely resolution and response to customers.

• Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.

• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.

• Responsible for cross sell/up sell customer retention.

• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.

• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.

• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.

• Maintain effective and proactive communication by regularly participating in conference calls with the clients to enable seamless process flow.

• Record and report the performance that help provide suitable recommendations on: Service delivery wins Service failures.

• Work with the KCMs/ Commercial team to establish and strengthen customer relationships.

• Comply to specific customer SOP and monitor respective KPIs.

• Execute reports or other tasks assigned by Team Leader/Manager.

We are looking for

• Solid experience with logistics/supply chain and related areas.

• Good knowledge of and experience with Logistics companies and Supply Chain Management operations from both origin and destination.

• Fluency in English and Spanish.

• Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.

• Stakeholder management skills and relationship building.

• Passion to drive closures & highlevel customer service orientation Customer Centricity.

• Result orientation.

• Wellorganized when working under pressure.

• Team player Works together with others in the business unit to achieve results fosters teamwork.

• Good understanding of operational processes.

• Conveys a sense of urgency and drives issues to closure persists despite obstacles and opposition.

• Positive and proactive attitude.

#LIGAUG1