Customer Experience Agent - GSC Ocean

About the role

Maersk is looking for a Customer Experience Agent for its GSC Ocean function. The agent manages the customer experience by monitoring and managing the end-to-end shipment process in line with company procedures, keeping customers informed of relevant deviations and delivering the expected outcomes. The role also involves building strong relationships with customers and understanding their business drivers to improve cooperation.

Key responsibilities

• Follow Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs), coordinating with related teams for process verification and updates.
• Perform vessel reconciliation and manifest processing for import and export in line with customs regulations and company SOPs.
• Handle incoming customer service queries, issues and exceptions, delivering a positive experience through close cooperation with customers and internal teams.
• Contribute to individual and team KPIs, maintain high data accuracy and take preventive action against errors, claims and penalties.
• Collaborate with stakeholders, including the Area Customer Experience Partner and offshore GSC teams, and act on continuous improvement opportunities.
• Be flexible with work schedules, including weekend/holiday rotations and different country business calendars.

Required profile

• Bachelor's degree in Logistics, Supply Chain, International Business or a related field.
• 1-2 years of experience in a customer service role within shipping lines or forwarders.
• Good spoken and written English and Vietnamese; Khmer is a plus.
• Passion for working with systems, processes and customers, with a logical approach, ownership and customer focus.

Required skills

• Computer skills such as Excel, PowerPoint and Outlook.
• Power BI and understanding of automation applications are a plus.