Website Maersk Line
Maersk Line is the world’s largest container shipping company, known for reliable, flexible and eco-efficient services. We operate 610 container vessels and provide ocean transportation in all parts of the world. But not only do we power some of the world’s largest ships – we also propel the gro… read morewth ambitions of businesses and individuals all over our planet. Every day our 7,000 seafarers and 25,000 land-based employees at 374 offices share their expertise with our customers around the world to optimize their supply chains, maximize their distribution networks and most of all realize their business potential. We are devoted to creating simple and reliable solutions for our partners, continuously lifting industry standards and enabling global trade in the most sustainable manner possible. What we do is more than shipping. We deliver promises. Promises from customers and businesses all over the world
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
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