Customer Experience Agent – Lead Logistics

Opportunity

Our Logistics & Services business is growing, and we are looking for dynamic people to join our team.

We offer

At Maersk, our ambition is nothing less than to become the global leader in integrated logistics, offering a truly end-to-end service that makes trade simpler and easier than ever. But we also need talent of all levels with just as much ambition to match. If you share our drive and commitment, the opportunities are limitless. By combining our scale and resources with an entrepreneurial mindset, we’ll give you the chance to take on bigger challenges, grow faster and develop yourself further.

Key responsibilities

• Coordination with internal and external stakeholders to achieve required delivery to customers with professional pro-active manner.
• Collaborate with vendors/shippers/ Key Account Managers/ the ops team/GSC operation tower etc. for timely resolution of customer issues and queries.
• Maintain a customer-centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors. Engage in constructive problem resolution.
• Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction.
• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
• Take full responsibilities and end-to-end ownership of customer shipments and issues. Performed as per the agreed terms in Service Level Agreement – Timely & Accurate deliverables as defined in SOPs / IOPs.
• Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI’s) & Global Operation Index (GOI)
• Monitor and help improve the end customer KPIs resulting in customer delight.
• Performed process component needed for SCM,
  • Purchase Order & Booking Management
  • Vendor Management
  • Carrier Management
  • Cargo Planning & Consolidation / Receiving etc.
• Accurate and timely reporting requested.

We are looking for

• Positive attitude.
• Supply Chain Management or Freight Forwarding Experience.
• Good communication & interpersonal skills and should be able to build good working relationships.
• Good command of spoken and written English.
• Good working knowledge of MS Office products including Word, Excel and PowerPoint.
• Highly result oriented & attention to detail, ready to take challenges/collaborate with cross functional teams and able to work under pressure and meet tight deadlines.
• Ability to converse with people of all levels and is well organized, efficient and effective
• Capacity to handle change, stay open to different ideas and support for positive change
• Understand work in an agile manner, High analytical / problem-solving skills

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 [email protected].