Maersk
Responsibilities
Customer Operations & Senior Case Management
- Act as the senior point of contact for assigned customers across warehouse and multimodal transport operations
- Coordinate end‑to‑end order execution from origin to final delivery, including customs clearance, warehousing, air, road, and maritime transport
- Manage complex customer cases, escalations, and service exceptions
- Ensure service delivery is aligned with SLAs, SOPs, and contractual commitments
Warehouse & Logistics Coordination
- Coordinate inbound, storage, handling, picking, packing, and outbound warehouse activities
- Ensure inventory accuracy, documentation compliance, and adherence to handling requirements
- Support customers with stock visibility, aging reports, and warehouse performance KPIs
Transport & Freight Management
- Follow up on bookings, departures, arrivals, customs clearance, and final delivery
- Coordinate with carriers, trucking partners, airlines, shipping lines, and agents
- Validate transport documentation (BL, AWB, CMR, invoices, packing lists, etc.)
- Ensure compliance with customs, trade, and regulatory requirements
Customer Communication & Performance
- Provide proactive, accurate, and timely communication to customers
- Support MBRs, QBRs, performance reviews, and customer meetings
- Act as a customer advocate internally, ensuring issues are addressed at root‑cause level
- Support junior CX agents through guidance, coaching, and knowledge sharing
Continuous Improvement & Quality
- Monitor and analyse service KPIs (OTIF, lead time, claims, customer satisfaction)
- Identify recurring issues and drive corrective and preventive actions
- Contribute to process improvements, standardisation, and digital initiatives
- Support best‑practice implementation across customer experience operations
Billing & Documentation Support
- Ensure accuracy and timeliness of billing triggers
- Support resolution of complex billing disputes
- Maintain high standards of documentation accuracy and system updates
Job requirements
- A Bachelor’s degree in Logistics, Supply Chain, Business, or a related field
- 3-5 years’ experience in customer experience, logistics operations, freight forwarding, or supply chain environments
- Strong knowledge of warehouse operations and multimodal transport (air, road, maritime)
- Good understanding of international trade and shipping documentation
- Proven experience handling customer escalations and complex cases
- Strong stakeholder management and communication skills
- Ability to work in a fast‑paced, KPI‑driven environment
- Strong problem‑solving, prioritisation, and decision‑making capability
- Comfort working with standardised processes, systems, and digital tools
Pour postuler à cette offre d’emploi veuillez visiter maersk.wd3.myworkdayjobs.com.