Senior Customer Service Agent (Retail)

Job Description

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 us 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

• The role of Senior CX Consultant is to take full responsibility for customer experience by executing, managing and monitoring the end-to-end shipment process in compliance with all company procedures and regulatory requirement.

• Be the primary point of contact for customers and internal stakeholders for daily operation activities.

• Onboard customers and build strong and collaborative relationship with both established and new customers.

• Execute, manage and monitor the end-to-end shipment process, understand external factors impacting customer’s supply chain & their sense of urgency, service needs, drivers and desires.

• Maintain effective communication with customers and internal stakeholders to ensure smooth operations and timely resolution of issues.

• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.

• Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins + Service failures, providing insights and recommendations for enhancing operational efficiency and process optimization.

• Responsible for cross sell/up sell, customer retention.

• Supervising colleagues in team on the business & process inquiry.

• Execute reports or other tasks assigned by Team Leader/Manager.

We Are Looking For

• Minimum 3 years’ experience in Customer Service and Supply Chain Management, strong knowledge of logistics and supply chain including but not limited to Customer Service, Shipping Line, Transportation etc..

• Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with clients and stakeholders.

• Passion to drive closures & high-level customer service orientation –Customer Centricity.

• Result orientation.

• Detail-oriented and highly organized, capable of managing multiple tasks and priorities simultaneously and independently.

• Team player –Works together with others in the business unit to achieve results, fosters teamwork.

• Problem-solving skills and the ability to handle challenging situations with diplomacy and professionalism

• Positive and proactive attitude.

• Good command of both oral and written English.

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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