Customer Experience Agent

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Job Description

Customer Experience Agent : JL2

Maersk is looking for a customer-focused and proactive Customer Experience Agent to join our team in Kigali, Rwanda. In this role, you will be responsible for managing the end-to-end customer experience, building strong relationships with customers, coordinating service delivery, and ensuring operational excellence across the supply chain journey.

You will work closely with customers, field operations teams, agents, and internal stakeholders to deliver exceptional service while driving customer satisfaction, profitability, and business growth.

WHAT WE OFFER:  

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together. 

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief. 

Key Responsibilities

• Maintain close contact with assigned key clients and respond to any queries arising in service delivery
• Responsible for end-to-end shipment order journey
• Maintain close contact with our field operations to ensure excellent service delivery to guarantee sustainable business relationship with both the agents and the clients
• Maintain close contact with our agents to ensure excellent service delivery to guarantee sustainable business relationship with both the agents and the clients
• Drive the team’s operations by planning duties with field team and other functions as when field jobs arise. Follow up via field visits to ensure work is done effectively and efficiently to the client satisfaction.
• In liaison with the Head of Department, execute business development strategies for weekly/monthly customer performance reviews.
• Keep track of the P&L of all jobs handled to ensure we remain as profitable as per commercial SLI
• Flag any direct or indirect costs that have a negative impact to profitability
• Dispatch of customer invoices & other related documents
• Offer solutions to customer queries and disputes
• Execute the company’s overall objective through collaboration with other team members, other functions, and supervisor/department head
• Coordinate CHB, VAS, Trucking, Warehousing, and any other services as may be requested by customer/line manager
• Capture Voice of Customer frequently and provide feedback to the team to improve inland delivery performance and experience
• Handle system updates and customer requests in accordance with defined processes
• Ensure all relevant costs are timely updated in systems and ensure charges are passed on to customer
• Upselling & cross selling of LnS opportunities.
• Other ad hoc assignments as may be given to you by your line manager

WHO WE ARE LOOKING FOR: 

Someone with:  

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, International Trade, or a related field.
• At least 2 years' experience in customer service within freight forwarding and logistics.
• Customer-centric mindset.
• Good knowledge of MS Excel and experience working with multiple systems.
• Fluency in English is a must.
• Problem-solving and critical thinking skills.
• Teamwork and collaborative mindset.
• Excellent interpersonal, communication, and presentation skills.
• Strong stakeholder management skills.
• Customer orientation, collaboration, and agility.
• Ability to effectively prioritize workload and manage multiple tasks.
• Good understanding of INCOTERMS, customs documentation, and import/export processes.
• Experience in the logistics industry will be an added advantage.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to work independently with minimal supervision and deliver results.
• Strong business acumen and the ability to build value-based relationships with customers and stakeholders.
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#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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