Customer Experience Agent – Logistics

About the role

The Customer Experience Agent acts as the primary liaison for key, enterprise and strategic accounts, ensuring a seamless end‑to‑end shipment experience. You will onboard new clients onto Maersk’s digital platforms, drive operational excellence and support customer growth through close collaboration with internal and external partners.

Key responsibilities

• Onboard new customers onto Maersk standard processes and digital platforms.
• Serve as the main point of contact, delivering timely and proactive communication.
• Translate customer requirements into operating procedures and service solutions.
• Execute transactional and operational activities according to agreed SOPs and IOPs.
• Coordinate the full shipment cycle across functions and geographies.
• Collaborate with Global CX Consultants to ensure consistent experience across locations.
• Manage routine operational exceptions and drive resolutions through the Maersk network.
• Identify and implement process improvements to enhance experience and efficiency.
• Spot upselling and cross‑selling opportunities for Maersk products.
• Conduct regular customer check‑ins and support contract fulfilment.
• Promote adoption of digital and self‑service solutions.

Required profile

• Experience in customer service, logistics, supply chain, transportation or a related field.
• Strong customer focus with a commitment to exceptional service.
• Ability to manage multiple priorities in a fast‑paced environment.
• Ownership, accountability and a continuous‑improvement mindset.
• Effective stakeholder management and collaboration skills.
• Problem‑solving and decision‑making capabilities.

Required skills

• Knowledge of ocean, intermodal, air or LCL logistics solutions.
• Understanding of supply chain management, customs services or 4PL.
• Strong communication and presentation abilities.
• Data interpretation to support decision‑making.