Senior CX Agent

Job Description

Senior Customer Experience Agent (JL2)

Would you like to be part of a value‑driven, commercially oriented international environment where we enable global trade every day?

We have an exciting opportunity for a Senior Customer Experience Agent (JL2) to join Maersk. This role plays a key part in delivering a high‑quality customer experience by managing end‑to‑end customer operations across warehouse services and multimodal transport (air, road, and maritime), while acting as a senior point of contact for customers and internal stakeholders.

WHAT WE OFFER

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values.

To us, teamwork means acceptance, respect, dedication, and the belief that we can achieve more when we all pull together. Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner.

Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work, Uprightness and Our Employees mean transparency and accountability go hand in hand with being an inspiring and challenging place to work.

At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

KEY RESPONSIBILITIES

Customer Operations & Senior Case Management

• Act as the senior point of contact for assigned customers across warehouse and multimodal transport operations

• Coordinate end‑to‑end order execution from origin to final delivery, including customs clearance, warehousing, air, road, and maritime transport

• Manage complex customer cases, escalations, and service exceptions

• Ensure service delivery is aligned with SLAs, SOPs, and contractual commitments

Warehouse & Logistics Coordination

• Coordinate inbound, storage, handling, picking, packing, and outbound warehouse activities

• Ensure inventory accuracy, documentation compliance, and adherence to handling requirements

• Support customers with stock visibility, aging reports, and warehouse performance KPIs

Transport & Freight Management

• Follow up on bookings, departures, arrivals, customs clearance, and final delivery

• Coordinate with carriers, trucking partners, airlines, shipping lines, and agents

• Validate transport documentation (BL, AWB, CMR, invoices, packing lists, etc.)

• Ensure compliance with customs, trade, and regulatory requirements

Customer Communication & Performance

• Provide proactive, accurate, and timely communication to customers

• Support MBRs, QBRs, performance reviews, and customer meetings

• Act as a customer advocate internally, ensuring issues are addressed at root‑cause level

• Support junior CX agents through guidance, coaching, and knowledge sharing

Continuous Improvement & Quality

• Monitor and analyse service KPIs (OTIF, lead time, claims, customer satisfaction)

• Identify recurring issues and drive corrective and preventive actions

• Contribute to process improvements, standardisation, and digital initiatives

• Support best‑practice implementation across customer experience operations

Billing & Documentation Support

• Ensure accuracy and timeliness of billing triggers

• Support resolution of complex billing disputes

• Maintain high standards of documentation accuracy and system updates

WHO WE ARE LOOKING FOR

Someone with:

• A Bachelor’s degree in Logistics, Supply Chain, Business, or a related field

• 3-5 years’ experience in customer experience, logistics operations, freight forwarding, or supply chain environments

• Strong knowledge of warehouse operations and multimodal transport (air, road, maritime)

• Good understanding of international trade and shipping documentation

• Proven experience handling customer escalations and complex cases

• Strong stakeholder management and communication skills

• Ability to work in a fast‑paced, KPI‑driven environment

• Strong problem‑solving, prioritisation, and decision‑making capability

• Comfort working with standardised processes, systems, and digital tools

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.