Customer Experience Agent/Associate

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

What we offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. 

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

The role

The role of the Customer Service Agent is to own the customer experience of customers assigned in the portfolio. This includes proactively monitoring and managing the end-to-end shipment process in compliance with all company procedures, ensuring that the cargo is transported as per the transport plan promised to the customer and/or that the customers is kept informed of relevant deviations. This requires close cooperation with the counterparts in our global service center (GSC) . Building relationships with the customers, understanding their business drivers should be leveraged to continuously improve cooperation and process to the mutual benefit of the customer and Maersk Group.

In addition to:

• Building strong relationships with assigned customers and gain an understanding of their business, service needs, drivers and desires through every day phone/mail contact and customers visits.
• Owning overall process for shipments including but not limited to coordination of deliveries/loadings with special focus on rail/truck transport arrangement together with internal intermodal team.
• Remain current on changes in local & foreign rules, internal & external procedures and product developments, build and maintain understanding of the cargo you are shipping and requirements that come with it and understanding of cross functional processes and how they link it to your role.
• Take ownership of reaching common team goals and KPI targets, and support team priorities.
• Continue upgrading of own soft and technical skills to deliver world class customer service.
• In general, seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.

We are looking for

We are looking for a quite round professional, with a good knowledge of the shipping industry and the proper professional behavior. This means that you should possess excellent planning skills, the ability to juggle different tasks at the same time without losing the bigger picture. Having already experienced high pace and multicultural environments may help you in navigating our matrix organization.

In addition to that, we expect that you can communicate fluently in Serbian language (both written and spoken), and in English. We would like to work with a real team player, a problem solver and to find a colleague that can share relevant information on time, to let the decisions based on accurate data.

Location

The position is based in Belgrade, Serbia.

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.

Please write your CV and cover letter in English. As applications will be read continuously, do not wait with your application!

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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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