Customer Experience Architect

Maersk; Ciudad de México; Hybrid; MXN 200,000 - 300,000; Full time

Job summary

Maersk Line Limited is seeking a customer experience specialist to manage end-to-end service and resolve complex shipping inquiries. You will interact by phone and email with customers, coordinating across internal teams to ensure timely cargo releases and compliant processes.

The role emphasizes proactive problem solving, KPI awareness, and continuous improvement within a collaborative team environment, aligned with Maersk values and standards.

Qualifications

• Experience delivering customer service via phone and email.
• Ability to identify customer issues and provide solutions.
• Strong collaboration in a Lean Operating Model.
• Familiarity with databases, policies and procedures.
• Ability to interpret service terms and KPIs.

Responsibilities

• Own end-to-end customer experience in line with company procedures.
• Resolve issues by engaging stakeholders to achieve customer satisfaction.
• Assist customers with Import Demurrage, Import Detention, and Rail Storage inquiries.
• Use internal systems to ensure cargo release within established timeframes.
• Review billing, service terms and research root causes for issues.
• Liaise with customers, 3rd party terminals, rail, and CYs on process changes.
• Track service levels and report potential service failures or trends.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Tools

Salesforce/Case Management

Job description

Maersk Line Limited is seeking a customer experience specialist to manage end-to-end service and resolve complex shipping inquiries. You will interact by phone and email with customers, coordinating across internal teams to ensure timely cargo releases and compliant processes.

The role emphasizes proactive problem solving, KPI awareness, and continuous improvement within a collaborative team environment, aligned with Maersk values and standards.