Customer Service Agent (Logistics & Services)

Responsibilities:

• Customer’s business acumen and ability to know what factors drives the decision making.
• Onboard customers and build strong and collaborative relationship with both established and new customers.
• Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.
• Understanding of external factors impacting Customer’s supply Chain & understand their sense of urgency, service needs, drivers and desires.
• Ability to align with customer expectations upfront & to be able to respond with suggested solutions.
• Be fully responsible for customer satisfaction across Maersk product offering (own customers).
• Lead Digital adoption discussions with customers.
• Cross-sell & upsell Logistics and Services products to customers.
• Performance reviews with customer.
• Responsible for vendor management and shipment order consolidation planning, without physical cargo execution.
• Proactively track shipments and notify customers of relevant deviations from the transport plan including potential solutions or alternatives.
• Willingness to go the extra mile towards the customers & with focus on providing solutions.
• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.

Qualifications:

• Talent with a few years of experience in customer service and shipping, supply chain or logistics industry.
• Proficiency in English and local language is required.
• Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.
• Stakeholder management skills and relationship building.
• Good understanding of operational processes.
• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Passion to drive closures & high-level customer service orientation.