Senior Customer Service Agent (Retail)

Job Description

POSITION SUMMARY

This role is responsible for providing consistent, high-quality customer service for SCM Retail to ensure successful shipment delivery. The Senior Customer Service Agent will serve as the primary point of contact for designated customers, carriers, and vendors. Responsibilities include proactively monitoring and managing end-to-end shipments, ensuring document accuracy, meeting assigned KPIs, and managing customer expectations effectively.

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

Maersk being 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 to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities

• Ensure all activities are conducted in compliance with customer SOP.

• Ensure smooth execution of the end-to-end shipments by working closely with the customers, carriers, and vendors as well as internal stakeholders.

• Take ownership of the customer issues and solve in an urgent and responsible manner.

• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires.

• Manage / improve day to day process interaction with customers by leveraging detailed customer knowledge.

• Coordinating shipment operations with stakeholders in time in order to make the shipment depart/arrive regarding the customer expectation.

• Be fully responsible for customer satisfaction.

• Look for improvements in ways of working and drive for service delivery excellence.

Who We Are Looking For

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

• At least 02 to 03 years’ experience as Customer Service / Customer Experience or similar role(s) in logistics industry

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

• Bachelor’s Degree, major in Logistics and Supply Chain management is preferable

• Language proficiency: Native Thais level, Professional English level

• Customer-centricity mindset with 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 – ability to look beyond the obvious and identify creative solutions

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.
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