Customer Experience Lead – Global Logistics

APM Terminals; Ciudad de México; Híbrido; MXN 240.000 - 420.000; Jornada completa

Descripción de la vacante

Maersk is seeking a Customer Service Agent to own the end-to-end logistics experience for key customers. You will act as the main contact between origins, destinations, brokers, and internal/external stakeholders, ensuring timely resolution of issues and high-quality data for shipments.

You will monitor performance, manage claims, and drive service delivery excellence while proactively identifying opportunities to upsell and improve processes.

Formación

• At least 2 years in operations or customer services in International Transportation, Logistics, or Freight Forwarding.
• Proficient in English at an intermediate high level (70-90%).
• Analytical and problem-solving skills; ability to work under pressure with quality focus.
• Experience in logistics/transport customer service is preferred.

Responsabilidades

• Deliver best-in-class customer service and be the first point of contact for customer needs.
• Coordinate end-to-end shipment execution and document management with stakeholders.
• Monitor origin/destination performance, data quality, escalations, and carrier issues.
• Lead root cause analysis and drive continuous improvement through SOP/IOP updates.
• Respond to inquiries promptly and ensure smooth shipment execution with 3PL and customers.

Conocimientos

English proficiency

Analytical thinking

Problem solving

Stakeholder management

Planning and execution

Attention to detail

Fast learner

Educación

Bachelor's Degree in international commerce, Administration, Economy, Engineering or related

Herramientas

Microsoft Outlook

Microsoft Teams

OneDrive

Descripción del empleo

Maersk is seeking a Customer Service Agent to own the end-to-end logistics experience for key customers. You will act as the main contact between origins, destinations, brokers, and internal/external stakeholders, ensuring timely resolution of issues and high-quality data for shipments.

You will monitor performance, manage claims, and drive service delivery excellence while proactively identifying opportunities to upsell and improve processes.