Customer Experience Agent

Job Description

Who We Are

Maersk is a global leader in integrated logistics and has been an industry pioneer 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 organization 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.

What We Offer

Maersk is the global leader in the industry, You’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and encourages employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities

• Customer’s business acumen and ability to know what factors drives the decision making.

• Onboard customers and build strong and collaborative relationship with both established and new customers.

• Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle,

  by working closely with the customer as well as internal stakeholders.

• Manage day-to-day communication and service delivery for customers across Mekong origins (Cambodia, Thailand, Vietnam, and Myanmar), ensuring smooth coordination and issue resolution throughout the shipping process.

• Understanding of external factors impacting Customer’s supply Chain & understand their sense of urgency, service needs, drivers and desires.

• Ability to align with customer expectations upfront & to be able to respond with suggested solutions.

• Be fully responsible for customer satisfaction across Maersk product offering (own customers).

• Lead Digital adoption discussions with customers.

• Cross-sell & upsell Logistics and Services products to customers.

• Performance reviews with customer.

• Proactively track shipments and notify customers of relevant deviations from the transport plan including potential

  solutions or alternatives.

• Willingness to go the extra mile towards the customers & with focus on providing solutions.

• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.

Who Are We Looking For

An energetic talent who will grow along with the company, possessing the qualifications below:

• At least 01 - 03 years of experience in Supply Chain Management / Operation Management / Customer Experience or similar roles in the freight forwarding and logistics industries.

• Experience with Supply Chain Management (SCM) / end-to-end products is a big plus

• A bachelor’s Degree, majoring in Logistics and Supply Chain Management, is preferable

• Language proficiency: Native Khmer, Professional English level

• Customer-centricity mindset with a continuous improvement approach

• Excellent interpersonal and communication skills and analytical skills

• Energetic, Well-organized, Self-Initiated/Self-driven and good coordination skills

• Good analytical and problem-solving skills – the ability to look beyond the obvious and identify creative solutions requires limited job and business knowledge at the time 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 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.