LCL Customer Experience Agent

Job Description

POSITION SUMMARY
Ensure a smooth export and import process by managing shipment coordination, documentation, and timely cargo clearance. This includes verifying schedules and monitoring costs. Additionally, the role involves effective communication with stakeholders, consistent reporting, and professionally managing contingencies to resolve issues, thereby maintaining operational efficiency and customer satisfaction.

Who we are

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.

What 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.

Key Responsibilities

1. Customer Facing:
1.1. Act as single point of contact for all customer needs and communication (emails, calls, chats)
1.2. Lead customer implementation together with CIM, Product, Sales and Operations.
1.3. Guide new customers on using Maersk.com, getting their nomination for CHB and cargo turn in CFS

2. Execute smooth Export shipment process:
2.1. Check the sailing schedule with the gateway or co-leaders, validate shipment profitability and provide booking confirmation.
2.2. Connect with the shipper to obtain all shipper and consignee details, cargo information, and the cargo ready date. Determine which party will perform customs clearance and deliver the cargo to the CFS.
2.3. Work with co-loader/warehouse to arrange the pickup/delivery/stuffing the shipments
2.4. Update all milestones of the shipment and provide the frequent update if any change to customer
2.5. Work closely with related party to monitor and follow up on each export booking and manage contingencies collaboratively.
2.6. Follow up on costs and validate any ad hoc charges and inform FINOPS to account for the cost.
2.7. Follow up on billing the customer to close the shipment.

3. Ensure smooth Import clearance process:
3.1. Connect with the origin station to obtain the sailing schedule.
3.2. Communicate with the consignee to advise them of the incoming shipment and manage contingencies if arises.
3.3. Send the House Bill of Lading (HBL) to the customer and follow up with related party to obtain the ETA, Notice of Arrival (NOA), and invoice.
3.4. Follow up on the Operations Order (DO) and permit for cargo clearance from the CFS within the free days allowed.

4. Reporting:
4.1. Send customer reports on a weekly basis as per the SOP.
4.2. Provide internal reports for stakeholders as outlined in the IOP.
4.3. Maintain and share the KPI performance dashboard.

Critical Competencies

• At least 01 – 03 years’ professional working experience at similar customer-facing role(s) in ocean freight / forwarding industry.

• Understanding and hand-on experience in LCL processes and operations is a big plus.

• Language proficiency: Professional English level, Native Vietnamese level.

• Effective communication skills

• Customer centricity mindset is required

• Proactiveness

• Problem Solving

#LI-DNI

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.