Export Customer Experience Agent

Who We Are

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.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What We Offer

Maersk is the global leader in the industry, You’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

About This Role

The role of the Export Customer Experience Agent is to own/manage the customer experience of his/her customers. This includes proactively monitoring and managing the end-to-end shipment process in compliance with all company procedures, ensuring that the cargo is transported as per the transport plan promised to the customer and/or that the customers is kept informed of relevant deviations and ensuring all the customer felt outputs are delivered in accordance to the desired outcome. The Customer Experience Agent has to build strong relationships with the customers, understanding their business drivers to continuously improve cooperation and process to the mutual benefit of the customer and Maersk. This includes using the relevant IT systems i.e Case Management, cloud telephony, CODS… to proactively look for opportunities to reduce customer effort.

Key Responsibilities

• Be the primary point of contact for own customers and act as an advocate for the Customers, internally within Maersk
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
• Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders
• Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives
• Monitor the status of all customer issues by proactively reviewing Case Management and Cloud telephony data and identify opportunities to improve customer experience.
• Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• Manage / improve day-to-day process interaction with own customers by leveraging detailed customer knowledge
• Be fully responsible for customer satisfaction (own customers). Engage with customer regularly in service calls to identify improvement opportunities
• Commercial intelligence:  In-depth knowledge about the industries in which his/her customers operate. This includes carrying out the actions to obtain more cargo.
• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
• Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values

Who Are We Looking For

An energetic talent who will grow along with the company, possessing the qualifications below:

• At least 01 - 03 years of experience in Supply Chain Management / Operation Management / Customer Experience or similar roles in the freight forwarding and logistics industries.
• A bachelor’s Degree, majoring in Logistics and Supply Chain Management, is preferable
• Language proficiency: Native Vietnamese, Professional English level
• Customer-centricity mindset with a continuous improvement approach
• Excellent interpersonal and communication skills and analytical skills
• Energetic, Well-organized, Self-Initiated/Self-driven and good coordination skills
• Good analytical and problem-solving skills – the ability to look beyond the obvious and identify creative solutions

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.
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