Customer Experience Agent

£Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence. 

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve. 

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics. 

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let’s sail towards a brighter, more sustainable future with Maersk. 

We offer 

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone. In this role, we can offer a full-time role, with flexible working arrangements, such as hybrid working, adjusted working hours, and other alternative working patterns. 

As Customer Experience Agent you will provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to): Customer channel management, Case Management, Customer onboarding and relationship management, Contract and dispute management, and more. 

Key responsibilities: 

• Taking full responsibility for customers’ experience by managing shipment processes in compliance with company procedures and regulatory requirements for both Import and Export, ensuring its smooth execution 
• Being fully responsible for customers’ satisfaction, building strong relationships with them, and understanding their business, service needs, drivers, and desires with a constant focus on driving new business opportunities 
• Delivering proactive customer support, tracking shipments and notifying our customers about any deviations from the original transport plan, recommending potential solutions or alternatives 
• Understanding KPI-oriented environment, meeting/exceeding local targets including up-selling our end-to-end products, identifying areas of improvement 

We Are Looking For: 

• Preferred experience in a Freight Forwarding/Supply Chain/Logistics role 
• Customer-centric mindset focused on delivering exceptional Customer Support 
• Excellent communication, problem-solving, and relationship-building skills 
• Good planning skills and the ability to work under pressure to the deadline 
• Professional proficiency in Italian at mothertoungue level and English 

Locations: Genoa or Milan (No relocation or VISA support provided for this role) 

Contract: This position is associated with a 12-month fixed term contract, with good chance of renewal. 

If you have been reading so far, we are glad to see you are interested! If you could see yourself in this role and you are keen to join our journey to become the Global Integrator of Container Logistics, we are very much looking forward to your application. 

Our recruitment process 

Please submit your application in English. If your profile matches the job requirements, our recruiter will get in touch to share more about the role and get to know you better. If successful, you will discuss the role with the Line Manager in details. Every candidate will receive feedback. 

#Li-Hybrid

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 [email protected]. 

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