Customer Experience Agent - Logistics

About the role

Maersk, a global leader in integrated logistics, is looking for a Customer Experience Agent to manage and coordinate end-to-end shipments and support customers. The position is based in Koper, Slovenia or Rijeka, Croatia, and is offered on a fixed-term contract of 12 months, with possible extension depending on business needs.

Key responsibilities

• Manage and monitor the end-to-end shipment process and coordinate with stakeholders.
• Provide value-added business solutions through good business knowledge and process understanding.
• Resolve queries with shippers, customers and the sales team, and respond to enquiries accurately and on time.
• Take a customer-centred approach, prevent errors and help avoid their repetition.
• Prepare and submit documents accurately and inform stakeholders of status.
• Contribute to cross-selling, up-selling and customer retention.
• Follow SOPs and IOPs, work with the Commercial team to strengthen customer relationships, and monitor customer KPIs.
• Execute reports and other assigned tasks.

Required profile

• Fluent English is mandatory; a second European language is an advantage.
• Experience in a customer-facing role, ideally in logistics.
• Proven track record as a customer service agent, improving processes and turning around dissatisfied customers.
• Experience in a matrix, multi-cultural organisation.
• Strong communication, persuasion, negotiation and objection-handling skills.
• Self-motivated and performance driven.