End-to-End Logistics Customer Experience Specialist

maersk; Ciudad de México; Presencial; MXN 201.000 - 335.000; Jornada completa

Descripción de la vacante

Maersk is seeking a dedicated Customer Service professional in Mexico City to own end-to-end customer experience, resolving complex issues, and coordinating with internal teams. The role emphasizes proactive communication, adherence to procedures, and strong problem-solving skills.

The successful candidate will manage inquiries related to import demurrage, detention, rail storage, and cargo release, using internal systems to meet SLA targets while supporting Lean initiatives.

Formación

• Strong customer service mindset and communication skills.
• Ability to work collaboratively in a team to resolve issues.
• Proactive problem solving with attention to detail.

Responsabilidades

• Own end-to-end customer experience in compliance with procedures.
• Resolve customer issues by engaging relevant stakeholders for timely resolution.
• Assist customers with Import Demurrage, Import Detention, and Rail Storage inquiries.
• Utilize internal systems to ensure cargo release within established timeframes.
• Educate on rail/CY/terminal processes related to billable items and terms.
• Research, interpret and apply service contact free time terms 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 with timely updates per SLA.
• Understand implications for company revenue and monitor KPIs.

Conocimientos

Customer service

Communication

Teamwork

Problem solving

Attention to detail

Herramientas

Salesforce

Case Management

CRM systems

Descripción del empleo

Maersk is seeking a dedicated Customer Service professional in Mexico City to own end-to-end customer experience, resolving complex issues, and coordinating with internal teams. The role emphasizes proactive communication, adherence to procedures, and strong problem-solving skills.

The successful candidate will manage inquiries related to import demurrage, detention, rail storage, and cargo release, using internal systems to meet SLA targets while supporting Lean initiatives.