Global Customer Experience Lead - Freight & Shipping

Customer Experience Agent - Maersk, Dubai; Dubai; On-site; AED 89,280 - 133,920; Full time

Job summary

Maersk in Dubai is seeking a Customer Experience Agent to manage end-to-end shipments, validation of routes, and timely deliveries. The role focuses on servicing current and new customers, coordinating with internal teams, and maintaining strong relationships to support business growth.

You will work with remote teams and leverage SAP/WMS systems, Excel, and PowerPoint to ensure accurate documentation and efficient operations.

Qualifications

• 3–4 years of experience in Freight forwarding/Shipping/OCE operations.
• Good knowledge of Shipping operations and related documentation.
• Commercial acumen.
• Proficiency with MS Office (Excel, PowerPoint).
• Experience with SAP and WMS; remote teams is a plus.

Responsibilities

• Manage shipments end-to-end by validating destination, route and delivery time.
• Operate per SOPs and contractual agreements.
• Ensure accurate tracking and logging in systems.
• Stakeholder management with customers and internal teams.
• Coordinate and expedite requests, time-specific pickups and deliveries.
• Monitor daily shipment status to meet service levels; escalate issues as needed.
• Distribute activities and resources to maintain high productivity.
• Maintain customer relationships and grow the business with effective solutions.
• Ensure inter-departmental coordination to meet delivery expectations.
• Open/close job files timely.
• Manage remote teams to meet deliverables.
• Focus on process improvement from customer and Maersk perspectives.
• Ensure Maersk KPI is fulfilled against target.
• Exception management.
• Pre-empt issues and communicate timely to stakeholders.

Skills

Freight forwarding

Shipping operations

MS Office

Commercial acumen

Remote team management

Tools

SAP

WMS

Job description

Maersk in Dubai is seeking a Customer Experience Agent to manage end-to-end shipments, validation of routes, and timely deliveries. The role focuses on servicing current and new customers, coordinating with internal teams, and maintaining strong relationships to support business growth.

You will work with remote teams and leverage SAP/WMS systems, Excel, and PowerPoint to ensure accurate documentation and efficient operations.