CX Operational Effectiveness Analyst

Join the wave of growth at Maersk! We're not just a company, we're a movement. With a vision larger than the ocean, we're on a mission to connect and simplify our customers' supply chains as a true integrator of container logistics. And we need talented individuals like you to make it happen!

A year of growth, and we're just getting started! Our Global Service Centers (GSC) in Mexico and Brazil have been thriving for over a year now, and we're taking it to the next level. As part of our GSC Americas team, you'll be at the forefront of driving excellence across our global network, collaborating with diverse professionals, and embracing challenges that inspire growth. If you're ready to propel your career with a world leader in transport and logistics, Maersk is your destination. Embark on a journey with us—where your passion will navigate the future of global commerce.

Here’s the Deal:

We are looking for a dynamic and customer-focused CX Operational Effectiveness Analyst to join our team, dedicated to delivering exceptional client support in a fast-paced and mid-to-high intensity environment. This role is ideal for candidates with a passion for customer experience, strong problem-solving skills, and the ability to collaborate across teams. The successful candidate will have at least 1 year of experience in customer service, a bachelor’s degree in business, and proficiency in MS Office. Flexibility, adaptability, and a customer-first mindset are key for this role.

Key Responsibilities:

Candidate must have the flexibility to support in any of the following activities:

• Workflow Triage (Case Assignment)
• Booking Service (Special Clients)
• Onboarding and Reporting clients with company´s tools
• Longstanding (Follow up clients with demurrage containers)
• Contingence Notifications
• Agent View (Release Services)

The Basics:

• Academic Background: Bachelor’s degree in business administration, Logistics or related fields.
• Years of Experience: 1 Year in Logistics
• Software: ERP and Excel Intermediate (Pivot Tables & Formulas)
• Technical Skills:  Handle High Intensity Work Environment
• English Level: B1

Competencies:

• Multitasking
• Strong sense of urgency
• Customer Centricity
• Excellent Verbal and Written
• Communication Skills
• Strong Problem Solving and Persuasion
• Agility
• Stakeholder Management

Availability:

The role needs the ability to work 8-hour shifts between 5 AM and 5 PM (CDMX), with flexibility to work on holidays. Candidates must be available for a hybrid work model, attending the office 3 times. Additionally, 100% on-site onboarding for the first 3 months is required, along with full internet availability.

Please consider that as per country regulations due to foreigners’ employment legal guideline, from now on we can only consider Mexican Workers for our Americas Hub in Mexico City.

What we offer:

At Maersk, we offer exciting global career opportunities that enhance your skills through our award-winning, diversity-focused talent development programs. Our dynamic work environment keeps you energized and motivated, as you join a values-driven, diverse, and passionate team that truly supports one another. We are dedicated to fostering a culture of fairness, respect, responsibility, and care for our business and customers. With competitive compensation and benefits, our globally recognized talent policies ensure continuous investment in your personal and professional growth.

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.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  accommodationrequests@maersk.com.