Logistics Customer Experience Specialist

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

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.