Customer Experience Agent

Job Description

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Location- Empire tower, Bangkok, Thailand

Customer Experience Agent

Role & Responsibilities

• Responsible for executing all the activities handled associated with Value Added Services including Booking service, Trucking, Customs House Brokerage (CHB).

• Be the first contact point to customer for specific scope as assigned.

• Attend to e-mails promptly and not later than close of business on each day.

• Process advance booking space with carrier/Freight forwarder/airline.

• Coordinate with carrier/airline to smoothen shipments.

• Prepare file for advance booking to customer within timeline.

• Update Tracking file & Coordinate loading plan with customers.

• Coordinate with customer to follow up shipping documents and review the correction of shipping documents.

• Coordinate with customer/ Warehouse for adjust & confirm slot time.

• Coordinate with internal stakeholder to book truck to pick up container at port/depot and delivery to customer premise. Classification: Internal

• Coordinate with trucking supplier for container details Coordinate with internal & external stakeholder to on time delivery Handling challenge situation for operation process of transportation related (Carrier, Depot, Terminal, Trucking vendor)

• Ensure the manage customer's expectation if any delay or unexpected circumstances.

• Handle export customs clearance documents.

• Coordinate with stakeholder both in-house and outside company to prepare shipping document to proceed export customs clearance.

• Prepare cover sheet according to Michelin’s instructions per each port requirement.

• Input data in shipping instruction (SI) and submit to carrier within timeline.

• Coordinate with W/H to monitor container details.

• Coordinate with carrier to monitor shipment status, rule for SI submission

• Coordinate with all stakeholders to submit VGM.

• Follow up draft BL with carrier

• Review draft BL with invoice and packing list & related documents and coordinate with carrier to issue BL

• Coordinate with shipper & consignee for BL verification/Other requirements for BL, Vessel Certificate, any other requirements with carrier.

• Finalized actual departure date with carrier

• Coordinate with Carrier/Freight forwarder/Airline for correction of documents & BL exchange

• Prepare cheque/daily transfer/cash request form and messenger instruction from to pick up BL with carrier

• Coordinate with destination to follow 3rd invoice & packing list, review the completeness & readiness of documents to smoothen shipment for privilege form.

• Prepare documents to request Privilege form with DFT, Embassy, Chamber of commerce, etc.

• Prepare documents for pre-alert & courier to destination within timeline (Customer’s KPI)

• Follow up freight invoice with carrier and upload to customer’s SharePoint within timeline • Prepare document for Tax refund to Privilege team

• Coordinate with customer/carrier for SOA validation.

• Monitor and submit document to all stakeholder within timeline both internal and external parties.

• Prepare weekly tracking report, related report to customer’s requirement (timeline and correctness)

• Complete job costing, revenue and costs for the activities coordinated under control of Operations

• Prepare billing document to customer

• Responsible & on time for customer query resolutions and exception handling.

• Tailor made solution provided to each department of customer (Standardize process if possible)

• Responsible for the accuracy of all related shipping documents (when and where applicable)

• Prepare monthly report & KPI.

• Prepare monthly accrual report to customer for month-end

• Ontime solving issue and raise to customer if concerned

• Advice & knowledge sharing to customer regarding to custom's related

• Ensure vendor management within your area is carried out and properly followed-up

• Ensure the systems related KPIs meet requirements (timeline and correctness)

• Consolidate all export document for filing/Sorting (CD audit)

• Ensure new requirement from customer has been successfully implemented.

• Ensure to follow Maersk’s global guideline for operations activities. • Report service or business failure to Team Leader/ Manager

• Provide feedback on product and process improvement to Team Leader

• Update and adhere all new procedures instructed by both internal/external parties or in latest SOP version of your assigned customers and revert to Team Leader if there is any challenge related to these new procedures.

• Work closely with Sales, Suppliers, Pricing, other support teams to archive customer’s satisfaction.

• Give package solution to customer using wide-ranged services of Maersk when required.

• Handle claim at starting level of acknowledgement and inform Team Leader for further investigation and solution.

• Communicate with internal and external Customers constructively and, in the most professional manner – instilling confidence in the

• Customers.

• Prepare operational reports assigned by Team Leader / Manager

• Carry out ad-hoc tasks assigned by Team Leader / Manager

We are looking for:

• Positive Attitude with customer-centric mindset and sense of urgency.

• Good command of spoken and written in Thai and English.

• Minimum 2 to 3 years’ experience as Customer Service / Customer Experience or similar role(s) in logistics industry with customs knowledge.

• 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.

• Familiar with MS Office products including MS Word, Excel, and PowerPoint.

• Good communication & interpersonal skill and should be able to build good working relationship.

• 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 accommodationrequests@maersk.com.