CX Agent - Lead Logistics (SCM)

At Maersk, our ambition is nothing less than to become the global leader in integrated logistics, offering a truly end-to-end service that makes trade simpler and easier than ever. But we also need talent of all levels with just as much ambition to match. If you share our drive and commitment, the opportunities are limitless. By combining our scale and resources with an entrepreneurial mindset, we’ll give you the chance to take on bigger challenges, grow faster and

Key Responsibilities

• Coordination with internal and external stakeholders to achieve required delivery to customers with professional pro-active manner.

• Collaborate with vendors/shippers/ Key Account Managers/ the ops team/GSC operation tower etc. for timely resolution of customer issues and queries.

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

• Engage in constructive problem resolution. Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction.

• Work with the KAMs/ Commercial team to establish and strengthen customer relationships. Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.

• Take full responsibilities and end-to-end ownership of customer shipments and issues.

• Performed as per the agreed terms in Service Level Agreement – Timely & Accurate deliverables as defined in SOPs / IOPs. Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI’s) & Global Operation Index (GOI) Performed process component needed for SCM, o Purchase Order & Booking Management o Vendor Management o Carrier Management of Cargo Planning & Consolidation / Receiving etc.

• Classification: Internal o Customs House Brokerage (CHB) Management o Customs Clearance Coordination of Transportation Management

• Perform Customs House Brokerage (CHB) process activities including coordinating customs clearance requirements, preparing shipping documents, and coordinate with customers, CHB teams, customs authorities and relevant stakeholders for timely customs declaration processing, duty payments and resolution of customs-related issues and queries.

• Monitor customs clearance status and provide proactive updates to customers regarding shipment progress, regulatory changes and compliance requirements. Manage transportation activities and delivery plan coordination, truck scheduling, booking management and delivery execution to ensure timely movement of cargo.

• Monitor and help improve the end customer KPIs resulting in customer delight.

• Accurate and timely reporting requested.

What We're Looking For

• Experience in Supply Chain, Freight Forwarding, Logistics, or Customer Service.

• Knowledge of customs clearance, transportation, or import/export operations is an advantage.

• Strong communication and stakeholder management skills.

• Good command of written and spoken English.

• Proficient in Microsoft Office (Excel, Word, PowerPoint).

• Detail-oriented with strong analytical and problem-solving skills.

• Able to work in a fast-paced environment and collaborate across teams.

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.
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