Customer Experience Agent

About the role

The Customer Experience Agent owns and manages the end‑to‑end shipment experience for assigned customers. You will proactively monitor shipments, ensure compliance with Maersk procedures, and keep customers informed of any deviations. The role requires close collaboration with internal teams and a focus on building strong customer relationships.

Key responsibilities

• Build and maintain strong relationships with assigned customers, understanding their business drivers through daily phone, email, and on‑site visits.
• Own the overall shipment process, coordinating deliveries and loadings, with a special focus on rail and truck transport in partnership with the intermodal team.
• Stay up‑to‑date on local and international regulations, internal procedures, and product developments relevant to the cargo you handle.
• Achieve team KPIs and support collective priorities, continuously improving processes for both customers and Maersk.
• Identify and act on continuous improvement opportunities across internal and external stakeholders.

Required profile

• Strong experience in customer service within freight forwarding and logistics.
• Customer‑centric mindset with excellent interpersonal and communication skills.
• Proficiency in MS Excel and experience working with multiple systems.
• Fluent written and spoken English; a second European language is a plus.
• Problem‑solving, critical‑thinking, and teamwork orientation.

What we offer

• An exciting full‑time role with on‑site presence in a dynamic, high‑performance environment.
• Opportunities for continuous professional and personal development within a world‑class organization.
• A collaborative culture that values diversity, respect, and employee well‑being.