Customer Experience Agent

About the role

The Customer Experience Agent will act as the primary point of contact for key, enterprise and strategic clients, ensuring a seamless and exceptional experience across the end‑to‑end shipment cycle. You will onboard new customers onto Maersk’s standard processes and digital platforms, drive operational excellence and support customer growth through close collaboration with internal and external stakeholders.

Key responsibilities

• Onboard new customers onto Maersk’s standard processes and digital platforms.
• Serve as the main contact for assigned customers, providing timely, accurate and proactive communication.
• Translate customer‑specific requirements into effective operating procedures and service solutions.
• Execute transactional and operational activities according to agreed SOPs and IOPs.
• Coordinate the end‑to‑end shipment cycle across functions and geographies.
• Collaborate with global CX consultants to ensure a consistent experience across locations.
• Manage routine operational exceptions and drive resolution through the Maersk network.
• Identify and implement process improvements to enhance customer experience and efficiency.
• Spot opportunities for upselling and cross‑selling Maersk products and solutions.
• Support contract fulfilment through regular customer check‑ins and coordination with sales and product teams.
• 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 delivering 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