Customer Experience Analyst II

APM Terminals; São Paulo; Presencial; BRL 40 000 - 60 000; Tempo integral

Resumo da oferta

APM Terminals is seeking a dedicated professional in São Paulo, Brazil, to manage complex customer service cases while ensuring a seamless customer experience. You will collaborate closely with internal teams, drive digital tool adoption, and contribute to enhancing customer satisfaction.

The ideal candidate will hold a Bachelor’s degree, possess 2-4 years of relevant experience in logistics or customer service, and have advanced English proficiency. A passion for exceptional service and strong problem-solving skills are essential for success in this role.

Qualificações

• 2–4 years of experience in customer service, logistics, or freight forwarding.
• General knowledge of international trade and logistics processes.
• Strong teamwork and collaboration abilities.

Responsabilidades

• Manage medium- and high‑complexity customer service cases.
• Drive the adoption of digital tools to improve customer experience.
• Collaborate with Customer Service and Sales teams for customer-focused solutions.

Conhecimentos

Customer service experience

Problem-solving skills

Advanced English proficiency

Microsoft Office skills

Analytical skills

Formação académica

Bachelor's degree in Business Administration or related field

Descrição da oferta de emprego

Location: São Paulo, Brazil

Work Mode: On-site

What You’ll Do

Manage medium- to high‑complexity customer requests, ensuring prompt resolution while contributing to key performance indicators, particularly Turn Time. Work closely with internal stakeholders and commercial teams to provide a seamless customer experience.

Key Responsibilities

• Manage medium- and high‑complexity customer service cases.
• Support customers by providing timely, professional, and effective communication.
• Drive the adoption of digital tools to simplify and improve the customer experience.
• Build strong relationships with internal stakeholders across the organization.
• Collaborate closely with Customer Service and Sales teams to deliver customer‑focused solutions.
• Support compliance with the Authorized Economic Operator (AEO) program requirements.
• Contribute to continuous improvement initiatives that enhance customer satisfaction and operational performance.

Requirements

• Bachelor’s degree in Business Administration, Economics, Logistics, International Business, Foreign Trade, or a related field.
• 2–4 years of experience in customer service, logistics, freight forwarding, or international trade.
• General knowledge of international trade and logistics processes.
• Advanced English proficiency.
• Advanced Microsoft Office skills.
• Strong communication, analytical, and problem‑solving skills.

What We’re Looking For

• Customer‑oriented mindset with a passion for delivering exceptional service.
• Strong teamwork and collaboration skills.
• Results‑driven with a high sense of ownership and accountability.
• Quick learner with the ability to adapt to a dynamic environment.
• Excellent organizational and problem‑solving abilities.

Equal Opportunities

Maersk is committed to a diverse and inclusive workplace and embraces different styles of thinking. Maersk is an equal‑opportunity 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, pregnancy, gender identity, or any other characteristic protected by applicable law. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].