Customer Experience Agent

Maersk is a global leader in integrated logistics and have been industry pioneers 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 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

• Responsible for executing all the activities handled associated with Value Added Services including Booking service, Trucking, Customs House Brokerage (CHB).

• Be the first contact point to customer for specific scope as assigned.

• Attend to e-mails promptly and not later than close of business on each day.

• Process advance booking space with carrier/Freight forwarder/airline.

• Coordinate with carrier/airline to smoothen shipments.

• Prepare file for advance booking to customer within timeline.

• Update Tracking file & Coordinate loading plan with customers.

• Coordinate with customer to follow up shipping documents and review the correction of shipping documents.

• Coordinate with customer/ Warehouse for adjust & confirm slot time.

• Coordinate with internal stakeholder to book truck to pick up container at port/depot and delivery to customer premise.

• Coordinate with trucking supplier for container details

• Coordinate with internal & external stakeholder to on time delivery

• Handling challenge situation for operation process of transportation related (Carrier, Depot, Terminal, Trucking vendor)

• Ensure the manage customer's expectation if any delay or unexpected circumstances.

• Handle export customs clearance documents.

• Coordinate with stakeholder both in-house and outside company to prepare shipping document to proceed export customs clearance.

• Prepare cover sheet according to Michelin’s instructions per each port requirement.

• Input data in shipping instruction (SI) and submit to carrier within timeline.

• Coordinate with W/H to monitor container details.

• Coordinate with carrier to monitor shipment status, rule for SI submission

• Coordinate with all stakeholders to submit VGM.

• Follow up draft BL with carrier

• Review draft BL with invoice and packing list & related documents and coordinate with carrier to issue BL

• Coordinate with shipper & consignee for BL verification/Other requirements for BL, Vessel Certificate, any other requirements with carrier.

• Finalized actual departure date with carrier

• Coordinate with Carrier/Freight forwarder/Airline for correction of documents & BL exchange

• Prepare cheque/daily transfer/cash request form and messenger instruction from to pick up BL with carrier

• Coordinate with destination to follow 3rd invoice & packing list, review the completeness & readiness of documents to smoothen shipment for privilege form.

• Prepare documents to request Privilege form with DFT, Embassy, Chamber of commerce, etc.

• Prepare documents for pre-alert & courier to destination within timeline (Customer’s KPI)

• Follow up freight invoice with carrier and upload to customer’s SharePoint within timeline

• Prepare document for Tax refund to Privilege team

• Coordinate with customer/carrier for SOA validation.

• Monitor and submit document to all stakeholder within timeline both internal and external parties.

• Prepare weekly tracking report, related report to customer’s requirement (timeline and correctness)

• Complete job costing, revenue and costs for the activities coordinated under control of Operations

• Prepare billing document to customer

• Responsible & on time for customer query resolutions and exception handling.

• Tailor made solution provided to each department of customer (Standardize process if possible)

• Responsible for the accuracy of all related shipping documents (when and where applicable)

• Prepare monthly report & KPI.

• Prepare monthly accrual report to customer for month-end

• Ontime solving issue and raise to customer if concerned

• Advice & knowledge sharing to customer regarding to custom's related

• Ensure vendor management within your area is carried out and properly followed up.

• Ensure the systems related KPIs meet requirements (timeline and correctness)

• Consolidate all export document for filing/Sorting (CD audit)

• Ensure new requirement from customer has been successfully implemented.

• Ensure to follow Maersk’s global guideline for operations activities.

• Report service or business failure to Team Leader/ Manager

• Provide feedback on product and process improvement to Team Leader

• Update and adhere all new procedures instructed by both internal/external parties or in latest SOP version of your assigned customers and revert to Team Leader if there is any challenge related to these new procedures.

• Work closely with Sales, Suppliers, Pricing, other support teams to archive customer’s satisfaction.

• Give package solution to customer using wide-ranged services of Maersk when required.

• Handle claim at starting level of acknowledgement and inform Team Leader for further investigation and solution.

• Communicate with internal and external Customers constructively and, in the most professional manner – instilling confidence in the Customers.

• Prepare operational reports assigned by Team Leader / Manager

• Carry out ad-hoc tasks assigned by Team Leader / Manager

We Are Looking For

• Minimum of 1-2 years' experience in freight forwarding, carrier booking, and customs procedures.

• Strong stakeholder management abilities, with experience communicating and coordinating effectively with both internal and external parties.

• Extensive experience in handling customs documentation and compliance.

• Ability to manage complex shipments with precision and attention to detail.

• Demonstrated capacity to work effectively under pressure, meet tight deadlines, and ensure high-quality service delivery.

• Outstanding problem-solving skills and the ability to adapt to dynamic operational requirements.

• Exceptional command of the English language, both written and spoken, to ensure clear and professional communication with stakeholders.