Customer Experience Agent

Key Responsibilities

• Be the primary point of contact for own customers and act as an advocate for the Customers, internally within Maersk Line
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
• Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders
• Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives
• Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• Manage / improve day to day process interaction with own customers by leveraging detailed customer knowledge
• Be fully responsible for customer satisfaction (own customers)
• Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
• Commercial intelligence: Details still to be defined
• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
• Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values

Who We Are Looking For

• Customer Service related fields experience is preferred.
• Experience in Import and Export Shipping Business is an advantage
• Excellent interpersonal and communication skills
• Energetic, Well-organized, Self-Initiated and good coordination skill
• Good analytical and problem solving skills – ability to look beyond the obvious and identify creative solutions
• Team player with proven ability to work under pressure
• Possess experience in logistics business