Customer Experience Agent - SCM

APM Terminals Gothenburg; Jakarta Pusat; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Maersk is seeking a logistics professional to own the end-to-end shipment lifecycle, providing proactive, solution-oriented support to customers. You will coordinate shipments, respond to inquiries, and drive improvements to service delivery.

The role focuses on delivering a best-in-class customer experience while maintaining data quality and achieving KPIs. Collaboration with internal and external stakeholders is essential to success.

Qualifications

• Minimum 1–2 years of export logistics experience including shipping documentation and customs compliance.
• Strong English communication skills, both written and verbal.
• Results-oriented with ability to meet deadlines and deliver quality outcomes.
• Proactive, positive, and persistent in resolving issues and driving improvements.
• Well-organized with ability to manage multiple priorities.

Responsibilities

• Deliver best-in-class customer experience with timely, professional support.
• Coordinate end-to-end shipment execution and ensure operational excellence.
• Respond to customer enquiries promptly with clear communication.
• Take ownership of customer issues and drive swift resolution.
• Build strong customer relationships by understanding business needs and service expectations.
• Inform customers of shipment updates and changes, ensuring transparency.

Skills

Export logistics

Shipment management

Customs compliance

Documentation

Job description

Opportunity Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence. At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics. Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk. Purpose Owns and manages the customer experience. Manages end-to-end shipment process, in compliance with relevant company procedures and agreements with customer. Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class Customer Service You will be the primary point of contact for key customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

Key Responsibilities

• Deliver a best-in-class customer experience by providing timely, professional, and solution-oriented support.
• Manage and coordinate end-to-end shipment execution, ensuring operational excellence and customer satisfaction.
• Respond to customer enquiries promptly and accurately, maintaining clear and proactive communication throughout the shipment lifecycle.
• Take ownership of customer issues, driving swift resolution and effective exception management.
• Build and maintain strong customer relationships by understanding their business needs and service expectations.
• Proactively inform customers of shipment updates, delays, or changes, ensuring transparency and trust.
• Review and maintain SOPs and IOPs to ensure process compliance and continuous improvement.
• Identify opportunities to improve service delivery, operational efficiency, and customer experience.
• Maintain high standards of data quality and accuracy across all operational activities.
• Achieve agreed service and operational KPIs.
• Identify and support upselling opportunities to drive additional customer value and business growth.

What we are looking for

• Minimum 1–2 years of experience in export logistics, including shipping documentation, customs compliance, and end-to-end shipment management.
• Strong English communication skills, both written and verbal.
• Results-oriented with the ability to meet deadlines and deliver quality outcomes.
• Proactive, positive, and persistent in resolving issues and driving improvements.
• Well-organized, responsible, and detail-oriented, with the ability to manage multiple priorities.
• Able to work effectively under pressure while maintaining accuracy and service quality.
• Strong team player with good stakeholder management and collaboration skills.

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 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 or to perform a job, please contact us by emailing [e-mail].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information. All the way.