Customer Experience Consultant

Job Description

At Maersk, we go all the way to connect and simplify our customers' supply chains. We’re looking for a Customer Experience Agent who is passionate about delivering high-quality service and ensuring a seamless end-to-end logistics experience.

Position Summary

As a Customer Experience Agent, you will support assigned accounts or teams by efficiently executing key operational tasks and ensuring full compliance with company standards, customer agreements, and KPIs.

Key Responsibilities

• Coordinate and support assigned accounts with professionalism and accuracy

• Deliver a smooth and positive customer experience through every stage of the shipment lifecycle

• Ensure compliance with client SOPs, SLAs, and internal procedures

• Monitor and meet execution deadlines set by Team Leaders

• Build and maintain strong relationships with customers, suppliers, and internal stakeholders

• Support operational procedure reviews and the implementation of new accounts, systems, and processes

• Identify opportunities for process automation and continuous improvement

Operational task and responsibilities

• To monitor Data Quality on every step of the Supply chain process (PO level, booking level, milestones, among other) in our logistics system SCP and/or our tracking files.

• To work closely with the origin offices to ensure client’s SOP/IOP/SLA are followed including Data Quality.

• To perform the invoicing audit form either 3PL services and/or our 4PL services when requires.

• To upload documents to either a Team site or our systems and/or audit that the system is updated with all the proper documentation as per client’s SOP/IOP/SLA.

• To support the whole process in different stage as ocean/air milestones tracking, trucker and CHB milestones follow up and empty container return follow Up.

• To elaborate reports as requested.

• If assigned, to properly process all bookings: booked with the nominated carrier, confirm bookings during the next 24 hours after discrepancies have been resolved (if any).

• In order to give end-to-end visibility, to send the information to the GSC for MODS updates and follow those are performed.

• To keep our internal teams on time and correctly informed about the execution of the assigned tasks.

• If assigned, to properly use STiK, MACS or any other invoicing request Tool to ensure shipments are being attended/invoiced properly.

What we’re Looking For

• Fast learner.

• Analytical and problem-solving skills.

• Positive, proactive, and persistent.

• Responsible and organized.

• High Sense of urgency.

• Focus on details.

• Good communication skills.

• Customer-oriented.

• Intern in international commerce, Administration, Economy, Engineering Careers or related areas.

• Good level of written and spoken English (60-80%).

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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.