Customer Experience Agent

APM Terminals Gothenburg; Warszawa; On-site; PLN 110,000 - 170,000; Full time

Benefits offered by this job

Health Insurance

Life & Accident Insurance

Pension Plan

Employee Assistance Program

Global Referral Program

Job summary

Maersk in Warsaw is seeking a dedicated Customer Experience professional to create tailor-made logistics solutions and own the end-to-end shipment journey for our customers. You will collaborate with global teams to deliver seamless, in-country support and proactive service improvement.

Excellent planning, communication, and a customer-facing mindset are essential. English is required, Polish preferred, and German advantageous, with opportunities to develop your career within a truly global

Qualifications

• Previous customer experience from a customer-facing role.
• Background in freight forwarding or logistics supply chain.
• English fluency; Polish language preferred; German advantageous.

Responsibilities

• Build strong customer relationships and understand their business needs to identify new opportunities.
• Ensure the whole shipment life cycle is executed smoothly and monitor SLAs.
• Take end-to-end ownership of customer issues and requirements.
• Coordinate with the commercial organization on customers' commitments and forecasts.
• Provide insights to Maersk management on potential service risks and trends.
• Drive continuous improvement and promote smarter, more efficient processes.
• Support the digitization agenda by encouraging customers to use new e-features on maersk.com.

Skills

Customer service

Communication

Planning

Problem solving

Job description

Hiring Range: Benefits:

Health Insurance, Life & Accident Insurance, Supplementary Pension Plan (Pracownicze Plany Kapitałowe), Company Social Benefits Fund (ZFŚS), Employee Assistance Program, Global Referral Program, Role Specific Benefits

Job Description

Looking for a chance to work with tailor‑made logistics in a global leader in container logistics? If you also love talking to a wide array of people during the day – from customers, suppliers and colleagues around the globe – then this is the job for you. When joining Maersk you will help us create unique customer experiences while ensuring that our customers’ goods are duly prepared for the voyage. Ready to get connected with a world of opportunities? Then let’s go. All the way! We offer At Maersk, we are pioneers in logistics. We are embarking on a bold new direction, expanding our capabilities to become a truly end‑to‑end logistics service provider that can deliver intelligent solutions for customers around the world. Innovation will play a huge part in getting us there. And joining us at our office in Warsaw, we will empower you and your colleagues in our Customer Experience team to find new ways to take the complexity out of logistics – and make it as simple and customer‑friendly as possible. This also means you will get ample opportunity to develop your talent and take your career further – and we will support you in your endeavors.

Key responsibilities

Together with your team, you will be responsible for creating tailor‑made logistics solutions for our customers, enabling them to outsource their logistics to us. Your job will be to create truly integrated end‑to‑end logistics services and transportation solutions that moves the world for our customers. This includes taking full ownership of the customer experience, managing the shipment process, and coordinating with global logistics teams across multiple countries. In addition, you will:

• Build strong customers relationship, and understand their business needs to identify new opportunities.
• Ensure the whole shipment life cycle is executed smoothly, monitor agreed service‑level agreements and identify root causes if expectations are not met
• Take end‑to‑end ownership of customer issues and requirements.
• Coordinate with the commercial organization on customers' commitments and forecasts.
• Provide insights to Maersk management on potential service risks and emerging trends.
• Drive continuous improvement and promote smarter, more efficient processes.
• Support the digitization agenda by encouraging customers to use new e‑features on maersk.com.

We are looking for

You possess excellent planning skills, and you have the ability to juggle different tasks at the same time without losing the bigger picture. Also, you love delivering great customer experience, and your well‑developed communications skills allow you to tackle any issues with a smile and quickly identify the right solution.

Moreover, you:

• Have previous customer experience from a customer‑facing role.
• Preferably come with a background as freight forwarder and/or logistics supply chain role connected with customer service. Ocean background preferred.
• Like spotting ways to optimize existing processes.
• Have strategic and proactive mindset.
• Have the ability to work independently while thriving in a matrix organization.
• Speak and write in English effortlessly.
• Communicate in Polish language (not a must, but strongly preferred).
• German would be advantageous.

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.

The salary range and benefits listed are provided in good faith and represent an estimate based on objective and gender neutral criteria, including the precise nature of the role and relevant market data. Actual compensation may vary depending on factors such as experience, qualifications, and location. Benefits may differ based on employment status and regional policies. Details mentioned in this job posting do not guarantee a specific salary, benefits package, or employment terms. 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.