Export Agent, Gateway

A.P. Moller - Maersk; Hong Kong; On-site; HKD 250,000 - 380,000; Full time

Job summary

Maersk Hong Kong is seeking an experienced professional in air freight operations to act as the main liaison between airline reservations and customer experience teams. You will manage flight services to meet customer needs, monitor the full shipment lifecycle, and drive service recovery when needed.

The role emphasizes process governance, KPI monitoring, cross-functional coordination, and awareness of commercial profitability. Fluency in English and Mandarin is essential.

Qualifications

• Minimum 5 years in Air Freight / Logistics / Customer Service / Air Operation role.
• Fluent in English and Mandarin.
• Strong written and verbal communication skills.
• Familiar with CargoWise, SAP, Microsoft Office.
• Good understanding of air freight E2E processes.

Responsibilities

• Serve as primary contact of airline reservation team and CX team.
• Manage air flight services to meet customer needs.
• Exception & Service Recovery Management.
• Process Governance & Customer SOP Adherence.
• Cross-functional Coordination.
• Commercial & Financial Awareness.

Skills

Strong written and verbal comms

English and Mandarin

Problem solving

Education

HKCEE/DSE or above

Tools

CargoWise

SAP

Microsoft Office

Job description

We Offer

Joining Maersk, you will become part of the global family of the company that moves 20% of global trade every day all the way, where one of our core values is Our Employees. It goes without saying that we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Purpose of the Role

• Capacity management, including cargo planning optimization, daily capacity supply balancing, network optimization

• Cost management, including BSA utilization, daily spot procurement, cost leveraging

• Coordinate and support commercial teams on business development and customer experience

• Coordinate and support operation and customer service teams to ensure process efficiency and effectiveness

• Ensure system update, integrity and accuracy on file levels

• Familiar and understanding of special cargo handling (such as DG, Dutiable, High Value, Project Vehicle, etc…)

Key Responsibilities

1. Serve as primary contact of airline reservation team and CX team

• Work with airline to confirm the usage and the cost of the airline capacity

• Work with CX team thru TMS system and daily communication. It is ensured that the appropriate flight details is provided and meet the service commitment.

• Develop strong relationship with internal and external counterparts

2. Well manage the air flight services to meet customer needs

• Monitor and manage the full shipment lifecycle (order → delivery → closure)

• Ensure visibility and proactive updates on all critical milestones

• Identify risks (capacity, delay, customs, documentation) and trigger mitigation actions early

• Ensure timely and high-quality pre-alerts, milestone updates, and POD closure

3. Exception & Service Recovery Management

• Coordinate with OPS, CX team, and airlines/coloaders to drive fast resolution and recovery

• Communicate clearly and proactively with customers on issue status and recovery plan

• Capture lessons learned and support continuous improvement initiatives

4. Process Governance & Customer SOP Adherence

• Ensure execution in line with customer SOP / IOP and global standards

• Monitor KPIs and service performance for assigned accounts

• Support implementation of customer-specific solutions and process improvements

• Drive compliance with “Standard is the Standard” principle

5. Cross-functional Coordination

• Coordinate closely with:

• Operations / CX team

• Origin / Destination offices

• Finance / Billing teams

• Ensure smooth information flow and alignment across all stakeholders

6. Commercial & Financial Awareness

• Support billing accuracy (customer billing & ICB validation)

• Ensure cost visibility and profitability awareness (GP per file mindset)

• Highlight potential revenue leakage or cost discrepancies

What We Are Looking For

1. Education Level: HKCEE and DSE or above

2. Minimum 5 years in Air Freight / Logistics / Customer Service / Air Operation role

3. Fluent in English and Mandarin

4. Strong written and verbal communication skills

5. Familiar with different systems, such as CargoWise, SAP, Microsoft office

6. Good understanding of air freight E2E processes

7. Core Competencies

• Effective control the air freight cost

• Fully utilization of the space usage

• Problem Solving & Decision Making

• Communication Effectiveness

• Execute Management team instruction proactively

• End-to-End process mindset

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.
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