Are you a customer-oriented person who is passionate about employee experience and have high energy and strive for achieving the best in what you do to efficiently manage resolutions? Are you action-oriented and enjoy working in a fast-paced environment? Do you like reefer logistics? Then this role is for you!
We have an exciting opportunity as a Customer Experience Agent to take full responsibility for Reefer customers' experience by managing and monitoring the end-to-end shipment process.
The position is located either in Madrid or Valencia. We offer
- Exciting opportunity to work at the world's largest container shipping company.
- Exciting opportunity in an international challenging business environment characterized by high pace and diversity.
- Exciting opportunity to contribute to the growth and success of Maersk, a biggest player in the global market.
- You will gain industry knowledge, international working experience, better communication skills and techniques relevant to customer service.
- Great opportunity for an individual who thrives within a fast-paced, performance-driven environment. This is a very dynamic position, operating in both a domestic and international environment.
Key responsibilities
- Manage and monitor the end-to-end shipment process on behalf of customer logistics department.
- Coordinate with various stakeholders in shipment process handling.
- Orchestrate the overall flow of an end-to-end shipment.
- Provide value add to the customers through effective business solutions by having good business knowledge/process understanding.
- Query resolution with shippers/customers/key account managers/other stakeholders, timely resolution and response to customers.
- Maintain a customer-centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
- Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
- Responsible for cross-sell/up-sell, customer retention.
- Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
We are looking for
- Minimum 1-3 years of experience with logistics.
- Excellent communication skills and the ability to communicate confidently for coordination with stakeholders and building relationships.
- Passion to drive closures & high-level customer service orientation – Customer Centricity.
- Comfortable dealing with ambiguity and has strong results orientation.
- Well-organized when working under pressure.
- Team player – works together with others in the business unit to achieve results, fosters teamwork.
- Good understanding of operational processes.
- Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
- Positive and proactive attitude.
- Good command of both oral and written English.
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