Customer Experience Agent

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 
This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Key Responsibilities:
The role of Customer Experience Agent is to take full responsibility for customer experience by managing and monitoring the end-to-end shipment process on behalf of customer supply chain operation department in compliance with all company procedures and regulatory requirement. The first point of contact for stakeholders for daily operations activities.
•    Manage and monitor the end-to-end shipment process on behalf of customer supply chain operation department.
•    Coordinate with various stakeholders in shipment process handling.
•    Orchestrator the overall flow of an end-to-end 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 and 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
•    At least 1-2 years experience in Supply Chain / Logistics background.
•    Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.
•    Stakeholder management skills and relationship building.
•    Passion to drive closures & high-level customer service orientation – Customer Centricity.
•    Result orientation.
•    Well-organized 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.