Customer Experience Agent

Damco Spain SL; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Maersk in the United Arab Emirates seeks a Customer Experience Consultant to deliver exceptional service for designated KC, EC, and SC accounts, acting as the primary contact and driving operational excellence.

You will onboard customers onto Maersk standard processes and digital platforms, coordinate with internal and external stakeholders, and orchestrate the end-to-end shipment cycle while pursuing process improvements and upselling opportunities.

Qualifications

• Experience in customer service, logistics, supply chain, transportation, or a related field.
• Strong customer focus and commitment to delivering exceptional service.
• Ability to manage multiple priorities in a dynamic and fast-paced environment.
• Strong ownership and accountability.
• Effective stakeholder management and collaboration skills.
• Continuous improvement mindset with a focus on operational excellence.
• Strong problem-solving and decision-making capabilities.

Responsibilities

• Onboard new customers onto Maersk standard processes and digital platforms, establishing a strong foundation for long-term partnerships.
• Serve as the primary point of contact for assigned customers, providing timely, accurate, and proactive communication.
• Align and coordinate customer-specific requirements with internal and external stakeholders and translate them into effective operating procedures and service solutions.
• Execute transactional and operational activities in accordance with agreed customer SOPs and IOPs.
• Orchestrate the end-to-end shipment cycle through effective coordination across functions and geographies.
• Collaborate closely with the Global CX Consultant and the wider network of CX Consultants to ensure a consistent customer experience across locations.
• Independently manage routine operational exceptions and drive resolution through the Maersk network.
• Identify and implement process improvement opportunities that enhance customer experience and operational efficiency.
• Identify opportunities for upselling and cross-selling relevant Maersk products and solutions.
• Support contract fulfilment by conducting regular customer check-ins and collaborating with Sales and Product teams.
• Promote adoption of digital and self-service solutions to improve customer outcomes and ease of doing business.

Skills

Customer-focused service

Stakeholder management

Process improvement

Job description

The Customer Experience Consultant is responsible for delivering an exceptional customer experience for designated Key Client (KC), Enterprise Client (EC), and/or Strategic Client (SC) accounts. Acting as the primary point of contact, the role ensures seamless execution of customer requirements, drives operational excellence, and supports customer growth through close collaboration with internal and external stakeholders.

Key Responsibilities

Customer Experience & Operational Excellence

• Onboard new customers onto Maersk standard processes and digital platforms, establishing a strong foundation for long-term partnerships.
• Serve as the primary point of contact for assigned customers, providing timely, accurate, and proactive communication.
• Align and coordinate customer-specific requirements with internal and external stakeholders and translate them into effective operating procedures and service solutions.
• Execute transactional and operational activities in accordance with agreed customer SOPs and IOPs.
• Orchestrate the end-to-end shipment cycle through effective coordination across functions and geographies.
• Collaborate closely with the Global CX Consultant and the wider network of CX Consultants to ensure a consistent customer experience across locations.
• Independently manage routine operational exceptions and drive resolution through the Maersk network.
• Identify and implement process improvement opportunities that enhance customer experience and operational efficiency.
• Identify opportunities for upselling and cross-selling relevant Maersk products and solutions.
• Support contract fulfilment by conducting regular customer check-ins and collaborating with Sales and Product teams.
• Promote adoption of digital and self-service solutions to improve customer outcomes and ease of doing business.

Key Stakeholders

Internal Stakeholders

• Global CX Consultant
• Global Network of CX Consultants
• Global Service Center (GSC)
• Sales
• Product
• Finance
• Operations
• Regional and Area Operations Teams

External Stakeholders

• Customers, primarily in-charge of day-to-day and team lead
• Other logistics and service partners
• External suppliers i.e. terminal, depot, customs broker, hauler, etc.)

Qualifications & Experience

Required

• Experience in customer service, logistics, supply chain, transportation, or a related field.
• Strong customer focus and commitment to delivering exceptional service.
• Ability to manage multiple priorities in a dynamic and fast-paced environment.
• Strong ownership and accountability.
• Effective stakeholder management and collaboration skills.
• Continuous improvement mindset with a focus on operational excellence.
• Strong problem-solving and decision-making capabilities.

Preferred

• Knowledge of Ocean, Intermodal, Air, or LCL solutions.
• Knowledge of Supply Chain Management, Customs Services, 4PL, or related logistics solutions.
• Strong communication and presentation skills.
• Ability to interpret and leverage data to support decision-making and customer outcomes.

Role is open for UAE National with a family book

We're committed to embracing the rich geographical diversity present in the communities where we operate, including here in the UAE. Alongside our dedication to fostering an inclusive workplace environment, we're actively supporting Emiratization initiatives set forth by the UAE government, ensuring the meaningful and efficient employment of its citizens. While we welcome applications from all qualified candidates for this position, we are currently prioritizing candidates that hold a UAE Family book.

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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