Senior Customer Service Agent – Pharma (Coldstore)

Job Description

The Customer Service Agent – Pharma (Coldstore) is responsible for managing daily customer service activities related to the handling and storage of pharmaceutical products within our temperature‑controlled Coldstore environment. You act as a central point of contact for both internal teams and external pharma clients/shippers, ensuring timely and accurate communication while safeguarding GDP (Good Distribution Practice) compliance and product integrity.

At Maersk, you will join a diverse, international organization working toward our ambition of becoming The Global Integrator of Container Logistics. From day one, you will experience our dynamic culture and commitment to continuous learning, digital innovation, and customer‑centric solutions.

This position is based at our state‑of‑the‑art Coldstore facility at Maasvlakte.

We Offer

• A key role within a specialized, highly regulated pharma cold‑chain logistics operation.
• A diverse and motivated team working closely on high‑value, temperature-sensitive pharmaceutical cargo.
• Flexibility to work from home for a few days per week (after onboarding).
• Opportunities for international career development across Maersk.
• An attractive compensation package including an annual performance-based bonus.
• 30 days of paid annual leave.

Key Responsibilities

• Develop and maintain a strong understanding of pharma customer needs, GDP requirements, and Coldstore operational capabilities.
• Build and nurture strong relationships with pharmaceutical customers and internal operational/quality teams.
• Act as the voice of the pharma customer, ensuring their quality, temperature, and handling requirements are consistently met.
• Provide timely and precise shipment updates, including temperature status, deviations, special handling requests, and storage information.
• Support GDP-compliant documentation processes, including deviation forms, temperature logs, release documents, and customer-specific reporting.
• Coordinate multi-modal inbound and outbound transport flows for refrigerated/temperature‑controlled cargo.
• Participate in customer meetings together with Sales, Operations, and Quality to ensure seamless alignment.
• Proactively identify upselling or value‑adding service opportunities (e.g., premium monitoring, additional reporting, special services).
• Work closely with Coldstore operations to ensure agreed turn-times and SOP compliance are achieved.
• Identify root causes of service or quality issues and support continuous improvement initiatives.

We Are Looking For

• Strong problem-solving skills and a high level of accuracy — crucial in a regulated Coldstore environment.
• Preferably experience in pharma logistics, cold‑chain handling, warehouse operations, or GDP‑regulated environments.
• Excellent verbal and written communication skills in English; proficiency in Dutch is strongly preferred.
• A motivated, enthusiastic team player with a strong sense of ownership and a can‑do mentality.
• Customer-first mindset: able to translate specialized pharma storage and handling requirements into reliable solutions.
• Strong stakeholder management skills with the ability to influence without authority and effectively manage expectations.
• Comfort working with deviation procedures, incident logging, and quality follow-up according to GDP.
• Availability to work from our Maasvlakte facility.
• Ability to provide a VOG as part of pre-employment screening.

If you are ready to take on this challenge and make a tangible difference, let's connect. We're excited to see what you’ll bring to the team!

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.