Senior Customer Experience Agent - Ocean

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

We offer an exciting and attractive career in an ambitious and competitive environment with the possibility of continuous professional and personal development across a world class organization. This is an exciting opportunity for professional development in a field of transportation.

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone. In this role, we can offer a full-time role with full presence in the office.

The environment is friendly and dynamic, with focus on high performance, results, and respect for our employees; you’re valued as part of our team.

You will work with colleagues in a large variety of positions and roles enabling you to build a great network within Maersk Group.

Key responsibilities:

The role of the Customer Experience Agent is to own/manage the customer experience of customers assigned in the portfolio. 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. This requires close cooperation with the counterparts in One Team CS (GSC) who are executing the majority of the transactional tasks. 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 Group.

In addition to:

• Actively building strong relationships with assigned customers and gain an understanding of their business, service needs, drivers and desires through everyday phone/mail contact and customers visits.

• Owning overall process for shipments including but not limited to coordination of deliveries/loadings with special focus on rail/truck transport arrangement together with internal intermodal team.

• Remain current on changes in local & foreign rules, internal & external procedures and product developments, build and maintain understanding of the cargo you are shipping and requirements that come with it and understanding of cross functional processes and how they link it to your role.

• Take ownership of reaching common team goals and KPI targets, and actively support team priorities.

• Continue upgrading of own soft and technical skills to deliver world class customer service.

• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.

 We are looking for:

• Strong experience in customer service in freight forwarding and logistics.

• Customer-centric mindset.

• Good knowledge of MS Excel and experience working with multiple systems.

• Fluency in English both written and spoken is a must. Second European language will be an advantage.

• Problem-solving and critical thinking skills.

• Teamwork and team mindset.

• Excellent interpersonal and communication skills

• You communicate clearly and adequately to the situation

#RPO

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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