Logistics CX Specialist: End-to-End Customer Experience

A.P. Moller - Maersk; Ciudad de México; Híbrido; MXN 268.000 - 402.000; Jornada completa

Descripción de la vacante

Maersk in Mexico City is seeking a Customer Service Agent to own the end-to-end customer experience in international logistics, proactively addressing issues and coordinating with customers and 3PL partners.

The role emphasizes strong English communication, analytical problem-solving, and managing order execution, milestones, and data quality to drive service excellence. Hybrid work setup with on-site collaboration is available.

Formación

• At least 2 years in operations or customer services roles in International Transportation, Logistics, or Freight Forwarding.
• Reefer or DG Cargo Handling (desirable).
• Bachelor’s Degree in international commerce, Administration, Economy, Engineering Careers or related areas.
• Proficient in English at an intermediate high level, both in written and spoken communication (70-90%).
• Analytical and problem-solving skills
• Ability to work under pressure keeping quality focus.
• Excellent Stakeholder management and communication-skills.
• experience in similar positions having served customers in a Logistics/Transport company.
• Planning and execution capabilities
• Microsoft tools: Outlook, Teams, One drive
• Positive, proactive, and persistent.
• Responsible and organized.
• High Sense of urgency.
• Focus on details.
• Good communication skills.
• Fast learner.

Responsabilidades

• Deliver a best-in-class Customer Service experience.
• Act as the first point of contact for customer needs.
• Focal contact point between origins/destinations and for assigned brokers.
• Execution of the day-to day order management and local activities.
• Destination milestones monitoring & Document management.
• Follow up on: Origin’s performance, Data quality reports, escalations, and carrier issues.
• Exception Management & Resolutions.
• Handling of claims and issues
• Lead root cause analysis
• Regularly review and update SOP/IOPs.
• Responds to all enquiries in a timely and accurate manner.
• Ensure smooth execution of the end-to-end shipments by working closely with the customers and 3PL as well as internal/external stakeholders.
• Ensure all activities are conducted in compliance with customer SOP.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Take ownership of the customer issues and solve in an urgent and responsible manner.
• Be fully responsible for customer satisfaction.
• To monitor the performance of third-party suppliers with the aim of identifying areas for improvement.
• Coordinating shipment operations with stakeholders in time to make the shipment depart/arrive regarding the customer expectation.
• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.
• Focuses on high-quality data to set a high standard for all the assignments managed.
• Proactively identify challenges within the clients supply chain process and suggest solutions to optimize the process.
• Proactively follow up and keep customer informed of any issues or changes to their shipment.
• KPI Achievement
• Identify and execute upselling opportunities.

Conocimientos

Customer service

Operations experience

International transport

Problem solving

Stakeholder management

Communication

Educación

Bachelor's degree in international commerce/administration/economics/engineering

Herramientas

Outlook

Teams

OneDrive

Descripción del empleo

Maersk in Mexico City is seeking a Customer Service Agent to own the end-to-end customer experience in international logistics, proactively addressing issues and coordinating with customers and 3PL partners.

The role emphasizes strong English communication, analytical problem-solving, and managing order execution, milestones, and data quality to drive service excellence. Hybrid work setup with on-site collaboration is available.