CX Consultant - Counter

Job Description

About the Company

Maersk is a global leader in integrated logistics, pioneering industry innovation for over a century. With more than 100,000 employees across 130 countries, we are committed to redefining global trade through efficiency, sustainability, and excellence.

We foster a culture built on diversity, collaboration, and continuous learning, ensuring our people reflect the customers and communities we serve.

Job Purpose

The Customer Experience Agent is responsible for managing and enhancing the customer experience during all in-person interactions at the Maersk counter. This role focuses on handling documentation, cargo release processes, and customer inquiries while identifying opportunities to improve service delivery and operational efficiency.

Key Responsibilities

• Serve as the primary point of contact for customers requiring document release

• Assist walk-in customers with issue resolution and general inquiries

• Process manifest amendment requests

• Issue and amend Bills of Lading

• Handle telex release requests for exports

• Process documentation for cargo release (Delivery Orders)

• Maintain proper filing and safeguarding of all counter documents

• Manage change-of-agent requests

• Ensure compliance with company procedures and regulatory requirements

• Identify and support continuous improvement initiatives

• Train and onboard customers on digital platforms (e.g., ML.com)

• Route correspondence to relevant internal stakeholders

• Follow up on long-standing containers and unresolved cases

Key Deliverables

• Adherence to company policies, terms, and regulatory standards

• Effective risk assessment and management

• High-quality customer service with prompt responsiveness

• Clear and proactive communication with customers and stakeholders

• Continuous improvement in service delivery and business performance

• Achievement of individual performance objectives

Qualifications & Skills

Minimum Qualification:

• Undergraduate degree in Business or a related field

Core Competencies:

• Strong communication and presentation skills

• Customer-focused mindset with collaborative approach

• Effective stakeholder management

• Ability to prioritize and manage workload efficiently

• Commercial experience in sales or customer service preferred

• Industry knowledge (logistics/shipping) is an advantage

Desired Attributes

• Strategic and conceptual thinking

• Strong business acumen

• Results-driven and solution-oriented

• Analytical thinking and problem-solving skills

• High attention to detail

• Ability to build value-based relationships

• Emotional intelligence: patience, composure, and compassion

• Self-motivated with the ability to work independently

What We Offer

At Maersk, you will work in a dynamic and multicultural environment where innovation and collaboration are encouraged. We value teamwork, respect, and accountability, and we believe in empowering individuals to perform at their best.

We are committed to ethical business practices and creating an inclusive workplace where everyone has equal opportunities to succeed—regardless of gender, age, nationality, or beliefs.

#RPO

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.