Customer Experience Agent - SCM

Purpose

Owns and manages the customer experience. Manages end-to-end shipment process, in compliance with relevant company procedures and agreements with customer. Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in‑class Customer Service.

• Deliver a best‑in‑class customer experience by providing timely, professional, and solution‑oriented support.
• Manage and coordinate end‑to‑end shipment execution, ensuring operational excellence and customer satisfaction.
• Respond to customer enquiries promptly and accurately, maintaining clear and proactive communication throughout the shipment lifecycle.
• Take ownership of customer issues, driving swift resolution and effective exception management.
• Build and maintain strong customer relationships by understanding their business needs and service expectations.
• Proactively inform customers of shipment updates, delays, or changes, ensuring transparency and trust.
• Review and maintain SOPs and IOPs to ensure process compliance and continuous improvement.
• Identify opportunities to improve service delivery, operational efficiency, and customer experience.
• Maintain high standards of data quality and accuracy across all operational activities.
• Achieve agreed service and operational KPIs.
• Identify and support upselling opportunities to drive additional customer value and business growth.

• Minimum 1–2 years of experience in export logistics, including shipping documentation, customs compliance, and end‑to‑end shipment management.
• Strong English communication skills, both written and verbal.
• Results‑oriented with the ability to meet deadlines and deliver quality outcomes.
• Proactive, positive, and persistent in resolving issues and driving improvements.
• Well‑organized, responsible, and detail‑oriented, with the ability to manage multiple priorities.
• Able to work effectively under pressure while maintaining accuracy and service quality.
• Strong team player with good stakeholder management and collaboration skills.

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.