Multi Carrier Customer Experience Partner

Damco Spain SL; Felixstowe; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global logistics company in Felixstowe is seeking a Customer Experience Agent to enhance customer satisfaction through effective communication and efficient logistics management. Responsibilities include coordinating transport plans, ensuring information flow, and resolving customer issues. Candidates should possess excellent communication skills, a strong customer focus, and preferably prior logistics experience. The role promises a dynamic work environment focused on service excellence and team collaboration.

Qualifications

• Strong customer focus and willingness to go the extra mile.
• Result-oriented with a sense of urgency and cost ownership mindset.
• Ability to identify weak spots and proactively engage in analysis and solutions.
• Strong reporting and visibility skills (MS Excel).
• Excellent written and verbal communication skills in English.

Responsibilities

• Proactively communicate and ensure information flow towards customers.
• Liaise and prepare transport plans with suppliers.
• Drive process efficiency focusing on customer outcomes.
• Understand customers' business and propose tailored solutions.
• Identify recurring service failures and initiate steps to address root causes.
• Engage with customers for workable solutions.

Skills

Customer focus

Analytical skills

Communication skills

Team player

MS Excel proficiency

Job description

CUSTOMER EXPERIENCE AGENT

Ever wondered how the products you buy in your local supermarket are transported to Europe? Amazed by the speed at which your new sneakers are delivered to your home? Were you impressed by Maersk’s contribution to the distribution of millions of vaccines globally? You can now become a part of one of Time’s Top 100 Most Influential Companies, shaping the future of Transport and Logistics.

At Maersk, we put our people and our customers first! We develop partnerships by understanding our customer’s business, developing personalized supply chain solutions and collaborating towards a carbon neutral future for transports and logistics.

We are looking for a Multi Carrier Customer Experience Partner to join our team in the United Kingdom, Felixstowe. You will be the point of reference for customers and will ensure the flow of information to the customers, and end-to-end carrier management.

Key Responsibilities:

• Proactively communicate and ensure information flow towards customers with end-to-end transparency
• Liaise and prepare transport plans with suppliers
• Allocate work orders and drive process efficiency, focusing on customer outcomes
• Understand customers' business and propose tailored solutions
• Maintain On-Time Delivery as per customer requirements
• Identify recurring service failures and process gaps; initiate steps to address root causes
• Evaluate cases/issues and capture the voice of customers for instant resolution
• Engage with customers and intermodal vendors for workable solutions and timely resolution
• Own and manage finance processes and administration for all executed work

Who we are looking for:

• Strong customer focus and willingness to go the extra mile
• Result-oriented with a sense of urgency and cost ownership mindset
• Ability to identify weak spots and proactively engage in analysis and solutions
• Team player with a big-picture solutions mindset
• Strong reporting and visibility skills (MS Excel)
• Excellent written and verbal communication skills in English
• Previous experience in logistics or supply chain is strongly preferred

Location: The position is based in Felixstowe.

If you have been reading so far, we are glad to see you are interested! If you could see yourself in this role and you are keen to join our journey to become the Global Integrator of Container Logistics, we are very much looking forward to your application.

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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