Customer Experience Agent

Maersk Line Limited; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Maersk Line Limited is looking for a logistics professional to manage end-to-end shipments for small to mid-sized customers. You will resolve issues, handle customer portfolios, and coordinate ocean shipments while working with internal teams to ensure a seamless lifecycle.

The role requires 3–5 years’ experience in shipping or logistics, strong stakeholder management, and the ability to perform under pressure with a proactive, service-oriented mindset.

Qualifications

• 3–5 years’ relevant experience in shipping, clearing, freight forwarding or logistics.
• Strong knowledge of supply chain operations and customer service excellence.
• Proven stakeholder management and communication capabilities.
• Analytical, organized, and digitally savvy.
• Able to operate under pressure and manage competing priorities.

Responsibilities

• Manage end-to-end shipment process for small/mid-sized customers in compliance with procedures.
• Resolve customer issues promptly by engaging internal stakeholders.
• Handle a customer portfolio with financial follow-up and business knowledge.
• Execute tasks efficiently with openness to changes and adjustments.
• Respond to daily emails and calls providing excellent customer service.
• Coordinate ocean shipments and logistics while processing all needed work.
• Build strong relationships with stakeholders, including offshore teams, to ensure smooth execution of lifecycle.

Skills

Stakeholder mgmt

Customer service

Analytical

Digital savvy

Pressure handling

Execution oriented

Job description

WHAT WE OFFER:

When you join Maersk, you'll find that the world is your workplace. You'll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job - irrespective of gender, age, nationality, or religious belief.

KEY RESPONSIBILITIES:

• Manage the end-to-end shipment process for small/mid-sized customers (Essential Services Customers) in compliance with all company procedures.
• Ensure timely and effective resolution of customer issues by engaging relevant internal stakeholders.
• Handle a customer portfolio and perform financial situation follow-up, as well as overall business customer business knowledge.
• Execute all assigned tasks efficiently and with a responsibility and open mindset for changes and adjustments.
• Respond promptly to daily emails and calls (external/internal) and provide excellent customer service.
• Coordinate ocean shipments and logistics while processing all needed work.
• Build strong relationships with all stakeholders, including offshore GSC teams, to deliver a positive customer experience and ensure a smooth execution of the end-to-end shipment life cycle.
• Work closely with customers and internal teams to ensure a smooth execution of the end-to-end shipment life cycle.
• Demonstrate problem-solving and critical thinking skills, as well as excellent interpersonal and communication skills.
• Energetic, well-organized, self-initiated, and good coordination skills are a must.

WHO WE ARE LOOKING FOR:

Someone with:

• 3 to 5 years' relevant experience in shipping, clearing, freight forwarding or logistics
• Strong knowledge of supply chain operations and customer service excellence
• Proven stakeholder management and communication capabilities
• Analytical, organized, and digitally savvy
• Able to operate under pressure and manage competing priorities
• Execution-oriented with a cost-conscious mindset

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.

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