Customer Service Representative

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 

Maersk being 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 to encourage employees to take responsibility for managing their careers whether to move laterally or vertically. 

Key Responsibilities 

The Customer Experience Specialist is crucial in delivering exceptional service to our new customers in the Maersk environment. This role encompasses various activities to ensure customer satisfaction and smooth execution of the end-to-end shipment lifecycle. The key responsibilities include, but are not limited to: 

Customer Management: 

• Act as the primary point of contact for a portfolio of direct transport customers. 

• Build and maintain strong relationships with customers, understanding their business drivers, needs, and requirements. 

• Ensure all products and services are effectively communicated and sold to customers to maximize profitability. 

Case Management: 

• Handle incoming customer service queries, issues, and exception management promptly and efficiently. 

• Analyze service performance and identify areas for improvement to enhance customer satisfaction. 

Customer Onboarding and Relationship Management: 

• Ensure a positive onboarding experience for new customers, facilitating a smooth transition into the Maersk environment. 

• Deliver a positive customer experience throughout the shipment lifecycle by working closely with customers and internal teams. 

• Engage in direct communication with customers to manage interactions and address concerns. 

Internal and External Communication: 

• Collaborate with internal stakeholders to ensure alignment and effective communication. 

• Build strong relationships with offshore GSC teams to support seamless service delivery. 

Sales and Profitability: 

• Manage the sales pipeline, segmentation, and accurate forecasting to drive revenue growth. 

• Ensure all opportunities for selling products and services are capitalized on to maximize profitability. 

Who we are looking for 

• Education background in Logistics or related.  

• Few years of experience in Customer Service and/or Logistics. 

• Proven track record of managing customer interactions and delivering high customer satisfaction. 

• Proficiency in Excel. 

• Advanced English skills (written and verbal). 

• Knowledge of Power BI and experience with Salesforce will be a plus. 

Who you are 

You are a proactive, customer-focused individual with a passion for delivering exceptional service. You excel in building relationships and have a keen understanding of the logistics industry. Your analytical skills enable you to identify opportunities for improvement and drive customer satisfaction. If you are a team player with strong communication skills and a commitment to excellence, we would love to hear from you.