Customer Service Agent

Maersk; Ciudad de México; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Maersk is seeking a Customer Service Agent in Mexico City to manage the end-to-end logistics lifecycle for a portfolio of customers. You will act as the primary contact, resolve issues, and coordinate with internal and external stakeholders to ensure timely delivery and customer satisfaction.

The role requires experience in logistics customer service, strong English (B2) communication, and proficiency in Excel and MS Office tools.

Formación

• Experience in logistics/transport customer service preferred.
• Business English communications for internal/external stakeholders.
• Proficient with MS Office and CRM tools; strong presentation skills.

Responsabilidades

• Deliver best-in-class customer service and build strong customer relationships.
• Be primary contact for assigned customers, with occasional call-center involvement.
• Act as focal point between origins and destinations.
• Own exception handling and drive root cause analysis to resolution.
• Respond to inquiries within SLA and coordinate with stakeholders.
• Prepare and present monthly/quarterly business reviews (MBR/QBR).
• Identify and execute upselling opportunities.

Conocimientos

B2 English

Excel

Communication

Outlook

MS Teams

OneDrive

Customer service

Educación

International Trade

Logistics

Business Administration

Herramientas

CRM systems

Descripción del empleo

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 all 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 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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].