Customer Experience Agent
vor 1 Woche
Opportunity At Maersk, we are pioneers in logistics.
We are embarking on a bold new direction, expanding our capabilities to become a truly end-to-end logistics service provider that can deliver intelligent solutions for customers around the world.
This isn't just about the part you play in our business, it's about the change you can make in our world.
Let's create a better tomorrow and make positive change – socially, economically, and globally.
Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century.
Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.
We strive ambitiously to make trade more open, inclusive, and sustainable – for communities, customers, and employees worldwide.
With Maersk, you'll be surprised at the difference we can make in the world together.
We Offer In Maersk, we put you in the driver's seat of your own career, and you will be trusted and empowered to take on new challenges.
We offer you an exciting global career at the forefront of world trade.
And thanks to our global scale, you will be well-positioned to explore opportunities at Maersk around the world.
The many other highlights include the most modern talent development initiatives and competitive benefits.
We are proud of our people who define our company's industry leadership, global team culture, and customer-centric focus every day.
Having substantial operations in over 130 countries, we work across continents, cultures, and with individuals from all walks of life.
This drives our ambition to create equitable and inclusive workplaces where every individual can have a sense of belonging.
And much more:
Industry-leading talent development initiatives and competitive benefits: our parental leave policy is recognized as one of the best in the industry.Flexible Workplace Policy and working hours.Access to internal training opportunities.Excellent benefits to employees, including a competitive pension scheme and health insurance.Key Responsibilities Manage and monitor the end-to-end shipment process.Coordinate with various stakeholders in shipment process handling.Orchestrate the overall flow of an end-to-end shipment.Provide value to customers through effective business solutions by having good business knowledge and process understanding.Resolve queries with shippers/customers/key account managers and other stakeholders, ensuring timely resolution and response.Maintain a customer-centric approach to help avoid errors and take preventive measures.Prepare and submit all documents in a timely and accurate manner, keeping stakeholders informed of the status.Responsible for cross-selling/up-selling and customer retention.Adhere to processes and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operations.Identify process deviations compared to IOPs and proactively share with the customer and reporting head.Respond to all inquiries in a timely and accurate manner and escalate difficulties as defined in SOPs/IOPs.Maintain effective and proactive communication by regularly participating in conference calls with clients to enable seamless process flow.Record and report performance to provide suitable recommendations on service delivery wins and failures.Work with the KCMs/commercial team to establish and strengthen customer relationships.Comply with specific customer SOPs and monitor respective KPIs.Execute reports or other tasks assigned by Team Leader/Manager.We are looking for Solid experience with logistics/supply chain and related areas.Good knowledge and experience with logistics companies and supply chain management operations, from both origin and destination.Fluency in English and Portuguese (mandatory).Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.Stakeholder management skills and relationship building.Passion to drive closures and a high-level customer service orientation – Customer Centricity.Result orientation.Team player – works together with others in the business unit to achieve results, fostering teamwork.Good understanding of operational processes.Conveys a sense of urgency and drives issues to closure, persisting despite obstacles.Positive and proactive attitude.#J-18808-Ljbffr
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