Customer Service Agent

APM Terminals Gothenburg; Ciudad de México; Presencial; MXN 350.000 - 520.000; Jornada completa

Descripción de la vacante

Maersk is seeking a Customer Service Agent to manage the end-to-end logistics lifecycle for an assigned customer portfolio. You will identify issues, maintain proactive communication, and ensure timely resolution while upholding our customer SOP and SLA standards.

You will build strong customer relationships, collaborate with internal and external stakeholders, and seek opportunities to improve service delivery and efficiency. Fluency in English (B2) and strong Excel skills are required.

Formación

• Desired experience in similar positions having served customers in a Logistics/Transport company.
• Verifiable B2 English level with business conversations and presentations.
• Intermediate/Advanced Excel (graphics, dynamic tables, formulas).
• Communication skills and ability to present and explain complex processes to diverse audiences.
• Excellent written and verbal skills across all levels of the organization.
• Microsoft tools: Outlook, Teams, OneDrive.

Responsabilidades

• Deliver a best-in-class Customer Service experience.
• Actively build strong relationships with customers and understand their business, service needs, drivers, and desires.
• Be the first point of contact for customers’ needs and participate in a Call Center when needed.
• Serve as focal contact point between origins and destinations.
• Handle exceptions and drive root-cause analysis.
• Respond to customer inquiries within SLA and inform stakeholders.
• Coordinate with internal and external stakeholders for smooth operations.
• Ensure compliance with customer SOP and drive process improvements.
• Be responsible for customer satisfaction with quarterly feedback.
• Identify upselling opportunities and present to customers.

Conocimientos

Customer service

English B2

Excel

Presentations

Communication

SLA management

Problem solving

CRM system

Stakeholder management

Educación

International Trade

Logistics/Transportation Engineering

Business Administration

Herramientas

Outlook

Teams

OneDrive

CRM system

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 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 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].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.