Bilingual Dispatch / CX Representative

Job Description

Job Summary:

The Dispatch & CX Representative will contribute to building great customer experience moments by providing a world-class service via calls, emails, and SMS messaging channels. The representative will own the resolution to last mile delivery problems, providing support to customers, field operations, and carrier delivery teams, contributing to successful deliveries.

This is a great opportunity for individuals who enjoy working in a collaborative team environment, have strong verbal and written communication skills, can multi-task and prioritize, and can generate genuine connections with customers.

Job Summary:

The Dispatch & CX Representative will contribute to building great customer experience moments by providing a world-class service via calls, emails, and SMS messaging channels. The representative will own the resolution to last mile delivery problems, providing support to customers, field operations, and carrier delivery teams, contributing to successful deliveries.

This is a great opportunity for individuals who enjoy working in a collaborative team environment, have strong verbal and written communication skills, can multi-task and prioritize, and can generate genuine connections with customers.

Key Responsibilities:

* Communicating with all stakeholders in a manner that maximizes efficiency, ensures customer satisfaction and carrier compliance.

* Answering inbound calls from customers, delivery teams, and client personnel; Assessing and responding to their needs.

* Troubleshooting delivery issues alongside delivery teams, including locating customer homes, contacting customers, contacting delivery teams to request “go-backs,” and notifying customers of pending time frames or delivery issues. Communication channels include calls (inbound / outbound), emails, and SMS messages.

* Monitoring delivery routes / teams assigned daily, assuring on time deliveries.

* Reporting real-time route issues and working alongside delivery and field operations teams for resolutions.

* Delivering periodical intraday updates on assigned routes.

* Providing exceptional service to clients, customers, and carriers.

* Following up with customers to ensure satisfaction after the exception-based solution.

* Meeting dispatch and customer service KPI targets.

* Demonstrating loyalty to the A.P. Moller – Maersk Group Core Values and Behaviors.

Requirements:

* English Level C1 required.

* High School Diploma or equivalent required (bachelor’s degree preferred).

* Minimum 2 years of customer service experience preferred.

* Customer Service and/or direct call handling experience.

* Last Mile logistics and/or transportation industry knowledge preferred.

* Ability to work standard work shift between 5AM – 12 AM (Mex) and have flexibility to work holidays and weekends.

* Ability to go to office in hybrid model (3 times a week) if scheduled between 7am to 7pm; if outside of that timeframe, it is work from home.

Technical Skills and Competencies:

* Excellent MS Office proficiency (Excel, Word, and Outlook).

* Self-motivated and independent work style.

* Ability to work successfully across organizational lines.

* Good verbal, written, and presentation skills.

* Ability to communicate efficiently and provide precise details.

* Organizational and time management skills (multi-tasking and prioritizing).

* Customer-focused and solutions-oriented.

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.

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 accommodationrequests@maersk.com.