Customer Experience & Logistics Solutions Specialist

A.P. Moller - Maersk; Ciudad de México; Presencial; MXN 335.000 - 614.000; Jornada completa

Descripción de la vacante

A.P. Moller - Maersk is seeking a reliable customer service professional in Mexico City to manage end-to-end customer interactions and resolve issues efficiently. The role requires coordinating with internal teams and external partners to meet SLAs and ensure compliant releases of cargo.

You will work across databases and procedures, handling inquiries via phone and email, and contributing to continuous improvement in lean processes while upholding Maersk values.

Formación

• Experience delivering end-to-end customer service in logistics or shipping.
• Ability to use multiple databases and follow procedures.
• Strong communication via phone and email.
• Proactive in identifying customer issues and root causes.
• Familiarity with KPIs and SLA targets.

Responsabilidades

• Own and manage the end-to-end customer experience in compliance with company procedures.
• Take ownership of customer issues and facilitate resolution with stakeholders.
• Assist customers with Import Demurrage/Detention and Rail Storage inquiries.
• Use internal systems to ensure cargo release within established timeframes.
• Receive requests and execute release ensuring legal and financial requirements are met.
• Educate on rail/CY/terminal processes and rates.
• Research service terms and apply as required.
• Liaise with customers, 3rd party terminals, rail, and CYs on process changes or improvements.
• Work within Salesforce/Case Management to address shipment issues and SLA.
• Understand implications on company revenue.
• Understand KPIs and act with targets.
• Drive Lean Operating Model to reduce waste and drive efficiencies.
• Monitor service levels and report potential failures.
• Demonstrate loyalty to Maersk values.

Conocimientos

Customer experience

Stakeholder engagement

Problem solving

Communication

Team collaboration

Inquiry research

Herramientas

Salesforce

Descripción del empleo

A.P. Moller - Maersk is seeking a reliable customer service professional in Mexico City to manage end-to-end customer interactions and resolve issues efficiently. The role requires coordinating with internal teams and external partners to meet SLAs and ensure compliant releases of cargo.

You will work across databases and procedures, handling inquiries via phone and email, and contributing to continuous improvement in lean processes while upholding Maersk values.