SCM Customer Experience Agent

As Customer Service Agent, you will play a vital part in our success:
Owns and manages the customer experience. Manages end-to-end shipment process, in compliance with relevant company procedures and agreements with customer.
Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class Customer Service
As a Customer Service Agent, you will be at the heart of our operations, playing a vital role in our success. You will own and manage the entire customer experience, ensuring seamless execution of the end-to-end shipment process while adhering to company procedures and customer agreements.

Key Responsibilities:

• Deliver Excellence: Provide a best-in-class customer service experience by responding to inquiries promptly and accurately.
• Manage Shipments: Ensure smooth execution of the logistics lifecycle, proactively addressing any issues that arise.
• Build Relationships: Foster strong relationships with customers to understand their unique business needs and service requirements.
• Resolve Issues: Take ownership of customer concerns, facilitating timely and effective resolutions by collaborating with internal stakeholders.
• Drive Improvements: Continuously seek ways to enhance processes and drive service delivery excellence, contributing to overall business efficiency.
• Communicate Effectively: Keep customers informed of any updates or changes regarding their shipments, maintaining a focus on their voice and satisfaction.
• Achieve KPIs: Strive to meet and exceed key performance indicators while identifying upselling opportunities to enhance customer value.

We are looking for

• Experience: At least 1 year of experience in a similar position or a different role in Supply Chain Management/Forwarding.
• Fast Learner: Ability to quickly adapt to new processes and systems.
• Ability to Work Under Pressure: Thrive in a high-pressure environment while maintaining quality focus.
• Willingness to Work Overtime: Flexibility to meet business needs.
• Result-Oriented Mindset: Drive to achieve goals and exceed expectations.
• Problem-Solving Skills: Capability to tackle challenges effectively.
• Positive and Proactive Attitude: Persistent approach to overcoming obstacles.
• Responsible and Organized: Strong organizational skills with attention to detail.
• Sense of Urgency: Ability to prioritize tasks effectively.
• Good English & Clear Communication: Strong verbal and written communication skills.
• Stakeholder Management Skills: Excellent interpersonal skills to collaborate with various 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.
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.