Customer Experience Agent - SCM

A.P. Moller - Maersk; Jakarta Pusat; On-site; IDR 85,000,000 - 140,000,000; Full time

Job summary

Maersk is seeking a logistics professional to own and manage the customer experience across end-to-end shipment processes in line with company procedures and customer agreements. You will be the primary point of contact for key customers, coordinating with internal and external stakeholders to ensure timely, accurate updates and a best-in-class service while driving continuous improvement.

Join Maersk to contribute to global trade, maintain data integrity, and help deliver transparent operations

Qualifications

• Minimum 1–2 years of experience in export logistics, including shipping documentation and end-to-end shipment management.
• Strong English communication skills, both written and verbal.
• Ability to meet deadlines and deliver quality outcomes.

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.

Skills

Strong English communication

Results oriented

Proactive & persistent

Well-organized & detail oriented

Team player & stakeholder management

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.

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.