Customer Experience Agent - Lead Logistics

APM Terminals

Job Description:

• Build strong and lasting relationships with customers and provide second-to-none customer service.
• Take full responsibilities and end-to-end ownership of customer shipments and issues.
• Engage in constructive problem resolution and provide solutions.
• Act and communicate proactively and keep customers informed of any issues or changes in bookings.
• Address root causes and seek continuous improvements – constantly look for ways to improve work processes.
• Work independently and assist the team in realizing goals and standards – share knowledge and best practices.
• Take responsibility for the execution of shipment life-cycle process including cross functional coordination.
Adhere to standardized processes and tasks without compromising customer experience.

Key Requirements

• Previous experience in shipping/ logistics is highly preferred.
• An excellent team player.
• Able to work under pressure.
• Well organised, efficient and effective.
• Strong interpersonal and communication skills.
Fluent in English (written and oral)

The ideal candidate will be a person who has strong business, market and customer understanding with a passion to delight the customer through service.
Has the ability to handle complaints with a positive attitude and is willing to build a long-term relationship with the customer. Is able to influence and persuade the customer and handle exception management. Has the ability to take ownership and work for early resolution and closure of customer issues. Works accurately with eye for detail and has empathy for the customer's situation.

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 .