Job Description

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

• You will be the primary point of contact for key customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

Key Responsibilities

• Deliver a best-in-class Customer Service experience.

• Responds to all enquiries in a timely and accurate manner.

• Ensure smooth execution of the end-to-end shipments

• Exception Management & Resolutions.

• Regularly review and update SOP/IOPs.

• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.

• Take ownership of the customer issues and solve in an urgent and responsible manner.

• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.

• Focuses on high-quality data to set a high standard for all the assignments managed.

• Proactively follow up and keep customer informed of any issues or changes to their shipment.

• KPI Achievement

• Identify and execute upselling opportunities.

We are looking for SCM Customer Service Agent, who you are:

• Have experience on handling export logistics, 4PL or Control Tower operations. ​

• Fluent in English language both verbal and written

• Result orientation mindset

• Positive, proactive, and persistent.

• Responsible and organized.

• Ability to work under pressure while keeping quality focus.

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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