Customer Service Analyst II

📍 Location: Santos, Brazil
🏢 Work Mode: On-site
🌎 Maersk

At Maersk, we are looking for a Customer Service Analyst II to join our Customer Experience team in São Paulo. We are seeking a customer-focused professional with experience in international trade and logistics who can manage medium- to high-complexity customer cases while delivering timely solutions and an outstanding customer experience.

What You'll Do

As a Customer Service Analyst II, you will be responsible for managing customer requests of varying complexity, ensuring prompt resolution while contributing to key performance indicators, particularly Turn Time. You will work closely with internal stakeholders and commercial teams to provide a seamless customer experience.

Key Responsibilities

• Manage medium- and high-complexity customer service cases.
• Support customers by providing timely, professional, and effective communication.
• Drive the adoption of digital tools to simplify and improve the customer experience.
• Build strong relationships with internal stakeholders across the organization.
• Collaborate closely with Customer Service and Sales teams to deliver customer-focused solutions.
• Support compliance with the Authorized Economic Operator (AEO) program requirements.
• Contribute to continuous improvement initiatives that enhance customer satisfaction and operational performance.

Requirements

• Bachelor's degree in Business Administration, Economics, Logistics, International Business, Foreign Trade, or a related field.
• 2–4 years of experience in customer service, logistics, freight forwarding, or international trade.
• General knowledge of international trade and logistics processes.
• Advanced English proficiency.
• Advanced Microsoft Office skills.
• Strong communication, analytical, and problem-solving skills.

What We're Looking For

• Customer-oriented mindset with a passion for delivering exceptional service.
• Strong teamwork and collaboration skills.
• Results-driven with a high sense of ownership and accountability.
• Quick learner with the ability to adapt to a dynamic environment.
• Excellent organizational and problem-solving abilities.

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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, pregnancy, gender identity or any other characteristic protected by applicable law.

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