Customer Service Agent

Key responsibilities

Owns and manages the customer experience by managing 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

• Improves the customer satisfaction by delivering superior customer experiences.

• Perform tasks in compliance with customer’s Standard Operational Process (SOP).

• Execute and manage end-to-end export/import/domestic shipment operation.

• Communicate and manage external/internal stakeholders including cross-functional teams at the customer and customer’s vendors.

• Manage Daily/Weekly/Monthly/Quarterly performance.

• Proactively handle day-to-day issues through in-depth root cause analysis (RCA) and take corrective/preventive action.

• Implement new process and support internal/external projects.

• Seek out and acts on continuous improvement opportunities both in relation to the customer and internal/external stakeholders.

We are looking for

• Preferably minimum 3-5 year's work experience in logistics industry and with good understanding of local market.

• Knowledge about global key customers and business setup would be a great plus, as well as technical skilled and interested

• Good command of written and verbal English skills

• Strong ownership and responsibility of customer’s business and owned tasks.

• Customer-focused and positive attitude in building customer relationships

• Team player that has a proactive and ‘can do’ attitude.

• Ability to work under pressure with high sense of urgency.

• Good stakeholder management and communication skills

• Energetic and passionate person with ability to drive performance

• Address root causes and seek continuous improvements in the processes

• Open to consider candidates from Osaka and Tokyo

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.
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