Customer Experience Agent

About the role

Maersk is seeking a Customer Experience Agent to manage end‑to‑end shipment processes and build strong relationships with both existing and new customers. You will work in a fast‑paced, international environment, collaborating with multiple internal and external stakeholders.

Key responsibilities

• Manage and monitor the complete shipment lifecycle.
• Coordinate with stakeholders to ensure smooth handling of shipments.
• Orchestrate the overall flow of end‑to‑end shipments.
• Provide value‑added business solutions based on solid process knowledge.
• Resolve queries from shippers, customers, sales teams and other parties promptly.
• Maintain a customer‑centric approach, preventing errors and implementing preventive measures.
• Prepare and submit documentation accurately and keep stakeholders informed.
• Drive cross‑sell/up‑sell activities and support customer retention.
• Follow SOPs, IOPs and monitor relevant KPIs.
• Collaborate with the Commercial team to strengthen customer relationships.

Required profile

• Fluent English; additional European language is a plus.
• Experience in a customer‑facing role, preferably within logistics.
• Good understanding of logistics and forwarding products, solutions and terminology.
• Proven ability to improve processes and turn around dissatisfied customer experiences.

Required skills

• English language proficiency.
• Knowledge of logistics and forwarding processes.

What we offer

• International, diverse work environment.
• Opportunities to develop professional skills and advance your career.
• Recognition and rewards for performance.