Customer Service Agent

A.P. Moller - Maersk; Ciudad de México; On-site; MXN 360,000 - 540,000; Full time

Job summary

Maersk in Mexico City is seeking a Customer Service Agent to manage an assigned portfolio and ensure end-to-end logistics execution. You will interact with customers, internal teams, and external stakeholders to deliver a seamless experience and resolve issues promptly.

The role requires strong English (B2), advanced Excel, and excellent communication skills to support service delivery and growth. You will contribute to process improvements and upsell opportunities while adhering to SOPs.

Qualifications

• Experience in a logistics/transport company handling customers.
• Business-level English for customer conversations and presentations.
• Proficient Excel with ability to create dynamic reports.
• Strong communication and presentation skills across levels.

Responsibilities

• Deliver best-in-class customer service and build strong customer relationships.
• Be first point of contact for customer needs, with CRM usage and occasional call center involvement.
• Coordinate between origins and destinations and ensure timely issue resolution.
• Lead root cause analysis and uphold SLA commitments.
• Identify upselling opportunities and present to customers.
• Prepare and present monthly or quarterly business reviews.
• Ensure activities comply with customer SOPs and promote process improvements.

Skills

B2 English

Excel

Communication

MS Outlook/Teams

Education

International Trade / Logistics

Tools

Excel

Outlook

Teams

OneDrive

Job description

Job Purpose

As Customer Service Agent, you’ll play a vital role in our success, you’ll proactively identify issues, mitigating them and achieve best-in‑class Customer Experience.

A Customer Service Agent owns and manages the customer experience, has responsibility for end-to‑end follow up in shipments in compliance with relevant company procedures and agreements with customer and facilitates their timely and effective issue resolution.

As a Customer Service Agent, you will be the primary point of contact for an assigned portfolio of 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 Service experience. Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Act as the first point of contact for customers’ needs though an occasional participation in a Call Center, recurrent access to mobile phone and internal CRM system.
• Focal contact point between origins/destinations.
• Exception issue handling & resolutions, a high level of ownership is expected
• Lead root cause analysis
• Responds to al customers’ enquiries honouring our SLA
• Connect with proper stakeholders to allow operation is as smooth as possible.
• Ensure all activities are conducted in compliance with customer SOP.
• Be fully responsible for customer satisfaction with quarterly evaluations to get direct customers’ feedback.
• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.
• Proactively follow up and keep customer informed of any issues or changes to their shipment.
• KPI Achievement
• Prepare and present MBR/QBR to customer
• Identify and execute upselling opportunities.

Preferrable education

International Trade, Logistics, Logistics/Transportation Engineering, international Relationships, Business Administration.

Required Experience & Skills

• Desired experience in similar positions having served customers in a Logistics/Transport company.
• Verifiable B2 English level - Capable to have business conversations and perform presentations.
• Intermediate/Advanced Excel (graphics, dynamic tables, formulas).
• Communication skills- Ability to perform presentations and to explain complex processes to different auditoriums.
• Excellent Written and Verbal skills with people at all levels across the organisation.
• Microsoft tools: Outlook, Teams, One drive

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applications 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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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