Customer Experience Agent

Who We Are

Maersk is a global leader in integrated logistics and has been an industry pioneer 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 organization 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.

What We Offer

Maersk is the global leader in the industry, You’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and encourages employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities

• Manages end-to-end shipment process in compliance with relevant company procedures and agreements with the customer.

• Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class Customer Service

• You will be the primary point of contact for key customers, ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.

• Take ownership of the customer issues and solve in an urgent and responsible manner.

• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.

• Focuses on high-quality data to set a high standard for all the assignments managed.

• Proactively follow up and keep customer informed of any issues or changes to their shipment.

• Regularly review and update SOP/IOPs.

• Identify and execute upselling opportunities.

Who Are We Looking For

An energetic talent who will grow along with the company, possessing the qualifications below:

• At least 01 - 03 years of experience in Supply Chain Management / Operation Management / Customer Experience or similar roles in the freight forwarding and logistics industries.

• Experience with Supply Chain Management (SCM) / end-to-end products is a big plus

• A bachelor’s Degree, majoring in Logistics and Supply Chain Management, is preferable

• Language proficiency: Native Vietnamese, Professional English level

• Customer-centricity mindset with a continuous improvement approach

• Excellent interpersonal and communication skills and analytical skills

• Energetic, Well-organized, Self-Initiated/Self-driven and good coordination skills

• Good analytical and problem-solving skills – the ability to look beyond the obvious and identify creative solutions