Export Agent, CX

We Offer

Joining Maersk, you will become part of the global family of the company that moves 20% of global trade every day all the way, where one of our core values is Our Employees. It goes without saying that we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Purpose of the Role

Deliver best-in-class customer experience by proactively managing the end-to-end shipment journey and resolving issues with speed and ownership

Act as the point of contact for assigned customers, ensuring transparency, reliability, and consistent communication

Proactively identify risks, deviations, and service gaps, and drive timely recovery actions

Build strong relationships with customers and internal stakeholders to ensure a seamless and consistent CX across all touchpoints

Key Responsibilities

1. Customer Ownership & Relationship Management

Serve as the primary contact for assigned customers

Develop strong understanding of customer business, supply chain needs, and priorities

Act as customer advocate internally , ensuring customer expectations are met

Drive First Contact Resolution (FCR) and minimize escalations

2. End-to-End CX Management

Monitor and manage the full shipment lifecycle (order → delivery → closure)

Ensure visibility and proactive updates on all critical milestones

Identify risks (capacity, delay, customs, documentation) and trigger mitigation actions early

Ensure timely and high-quality pre-alerts, milestone updates, and POD closure

3. Exception & Service Recovery Management

Coordinate with OPS, gateway, and other teams to drive fast resolution and recovery

Communicate clearly and proactively with customers on issue status and recovery plan

Capture lessons learned and support continuous improvement initiatives

4. Process Governance & Customer SOP Adherence

Ensure execution in line with customer SOP / IOP and global standards

Monitor KPIs and service performance for assigned accounts

Support implementation of customer-specific solutions and process improvements

Drive compliance with “Standard is the Standard” principle

5. Cross-functional Coordination

Coordinate closely with:

Operations / Gateway teams

Origin / Destination offices

Finance / Billing teams

Ensure smooth information flow and alignment across all stakeholders

6. Commercial & Financial Awareness

Support billing accuracy (customer billing & ICB validation)

Ensure cost visibility and profitability awareness (GP per file mindset)

Highlight potential revenue leakage or cost discrepancies

What We Are Looking For

Education

Degree or diploma in Logistics, Supply Chain, or related field

Experience

Minimum 2 years in Air Freight / Logistics / Customer Service / CX role

Language

Fluent in English and local language

Strong written and verbal communication skills

Technical Skills

Proficient in MS Office and logistics systems

Good understanding of air freight E2E processes

Core Competencies

Customer Centricity

Ownership & Accountability

Problem Solving & Decision Making

Communication Effectiveness

Stakeholder Management & Influencing

Resilience & Composure

End-to-End process 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 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 .