About the Company
Maersk is a global leader in integrated logistics, pioneering industry innovation for over a century. With more than 100,000 employees across 130 countries, we are committed to redefining global trade through efficiency, sustainability, and excellence.
We foster a culture built on diversity, collaboration, and continuous learning, ensuring our people reflect the customers and communities we serve.
Job Purpose
The Customer Experience Agent is responsible for managing and enhancing the customer experience during all in-person interactions at the Maersk counter. This role focuses on handling documentation, cargo release processes, and customer inquiries while identifying opportunities to improve service delivery and operational efficiency.
Key Responsibilities
Serve as the primary point of contact for customers requiring document release
Assist walk-in customers with issue resolution and general inquiries
Process manifest amendment requests
Issue and amend Bills of Lading
Handle telex release requests for exports
Process documentation for cargo release (Delivery Orders)
Maintain proper filing and safeguarding of all counter documents
Manage change-of-agent requests
Ensure compliance with company procedures and regulatory requirements
Identify and support continuous improvement initiatives
Train and onboard customers on digital platforms (e.g., ML.com)
Route correspondence to relevant internal stakeholders
Follow up on long-standing containers and unresolved cases
Key Deliverables
Adherence to company policies, terms, and regulatory standards
Effective risk assessment and management
High-quality customer service with prompt responsiveness
Clear and proactive communication with customers and stakeholders
Continuous improvement in service delivery and business performance
Achievement of individual performance objectives
Qualifications & Skills
Minimum Qualification:
Undergraduate degree in Business or a related field
Core Competencies:
Strong communication and presentation skills
Customer-focused mindset with collaborative approach
Effective stakeholder management
Ability to prioritize and manage workload efficiently
Commercial experience in sales or customer service preferred
Industry knowledge (logistics/shipping) is an advantage
Desired Attributes
Strategic and conceptual thinking
Strong business acumen
Results-driven and solution-oriented
Analytical thinking and problem-solving skills
High attention to detail
Ability to build value-based relationships
Emotional intelligence: patience, composure, and compassion
Self-motivated with the ability to work independently
What We Offer
At Maersk, you will work in a dynamic and multicultural environment where innovation and collaboration are encouraged. We value teamwork, respect, and accountability, and we believe in empowering individuals to perform at their best.
We are committed to ethical business practices and creating an inclusive workplace where everyone has equal opportunities to succeed—regardless of gender, age, nationality, or beliefs.
#RPO
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.
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 accommodationrequests@maersk.com.