The Reefer Customer Experience Agent manages day-to-day customer interactions and supports the end-to-end execution of refrigerated cargo shipments. The role acts as a primary contact for assigned customers, provides proactive and accurate shipment updates, coordinates with internal and external stakeholders, resolves routine operational issues within established procedures, and contributes to service quality, customer retention, operational efficiency, and continuous improvement.

• Manage and monitor the end-to-end shipment process for assigned reefer customers, ensuring timely completion of operational milestones.

• Act as the primary point of contact for customer inquiries, shipment requests, and routine service needs.

• Provide proactive, timely, and accurate communication on shipment status, delays, exceptions, and potential disruptions.

• Coordinate with commercial, operations, documentation, equipment, finance, and other relevant teams to support smooth shipment execution.

• Resolve customer queries and service issues within agreed timelines, applying established procedures and escalating complex or high-risk cases appropriately.

• Follow applicable SOPs, IOPs, customer-specific requirements, and compliance guidelines, while maintaining complete and accurate records.

• Monitor assigned customer and operational performance indicators, identify recurring issues, and support corrective and preventive actions.

• Promote relevant digital solutions and value-added services that simplify the customer journey and improve service delivery.

• Build effective customer relationships and support retention by understanding customer needs and proposing practical service improvements.

• Contribute to process improvement, change initiatives, knowledge sharing, and team collaboration to enhance customer satisfaction and operational efficiency.

• Previous experience in a customer-facing role, preferably in logistics, transportation, shipping, freight forwarding, or supply chain operations.

• Working knowledge of logistics processes, products, shipment milestones, and industry terminology; reefer or cold-chain exposure is preferred.

• Demonstrated ability to manage customer relationships, coordinate across multiple stakeholders, and deliver consistent service quality.

• Ability to analyze situations, solve routine problems, prioritize workload, and make sound decisions within established guidelines.

• Proficiency in Microsoft Office applications and customer service or operational systems; process-improvement exposure is an advantage.

• Fluent written and spoken English; Spanish or other locally relevant language capability may be required based on location.

of hiring.

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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

 

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