Customer Experience Analyst

The Opportunity

Join the wave of growth at Maersk! We're not just a company, we're a movement. With a vision larger than the ocean, we're on a mission to connect and simplify our customers' supply chains as a true integrator of container logistics. And we need talented individuals like you to make it happen!

A year of growth, and we're just getting started! Our Global Service Centers (GSC) in Mexico and Brazil have been thriving for over a year now, and we're taking it to the next level. As part of our GSC Americas team, you'll be at the forefront of driving excellence across our global network, collaborating with diverse professionals, and embracing challenges that inspire growth. If you're ready to propel your career with a world leader in transport and logistics, Maersk is your destination. Embark on a journey with us—where your passion will navigate the future of global commerce.

As a Customer Service Agent you will provide support to our LAM's customers tasks and interacting with both Internal stakeholders as well as External Clients/Shippers.

We Offer

We offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award-winning talent development initiatives.

Energizing and pioneering, this is also an environment that keeps you motivated. You’ll be joining a values-led, genuinely diverse, and talented team that is passionate about being there for employees, and for each other. We strive to deliver the right environment for the right people while fostering a culture of fairness, mutual respect, responsibility, and care for our business and our customers.

We have a competitive compensation and benefits package for full-time employees. Our talent policies are recognized world-wide as one of the best in the industry and we continue to look for new ways to invest in our people through ongoing personal and professional development initiatives.

We value the diversity of our talent and will always strive to recruit the best person for the job. We’re proud of that and we see it as a genuine source of strength for building high performing teams.

Key Responsibilities

• Owns and manages the customer experience. Has responsibility for end-to-end Customer Experience within the assigned scope, in compliance with relevant company procedures and agreements with customers.
• Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders.
• Handles inbound customer queries and cases in a timely and professional manner, owning issues through to resolution.
• Identifies the root cause when issues arise and advise management of potential service failures and/or trends.
• Drives continuous improvement opportunities and opportunities to lower costs.

We are looking for

• Bachelor’s degree in Business Administration, International Trade, or related fields.
• Recent graduate or 1-2 years of experience in Ocean Logistics, Landside transportation or Customer Experience.
• 1-2 years of contact center experience, preferably in logistics and/or transportation, and customer service/direct call handling experience.
• English language proficiency Level B2 required.
• Proficient with MS Suite (Word, Excel, PowerPoint, Teams).
• Ability to multi-task and a strong sense of urgency.
• Customer-centricity and Service-oriented.
• Excellent communication and interpersonal skills (verbal, written, and presentation).
• Conflict resolution, strong problem-solving, and persuasion skills.
• Ability to work standard work shift between 5:00AM – 5:00PM (Mexican Time), with flexibility to work holidays and Saturdays (depending on countries requirements).
• Ability to go to office in hybrid model (3 times a week). Full-Remote is an option too; it depends on your schedule and operation’s needs.