Customer Experience Agent

Role Overview

Customer Experience Agent at Maersk. This role is based in the UAE and is open for UAE National with a family book.

Role Purpose

Deliver exceptional customer experience for designated Key Client, Enterprise Client, and Strategic Client accounts by acting as the primary point of contact, ensuring seamless execution of customer requirements, driving operational excellence, and supporting customer growth through close collaboration with internal and external stakeholders.

Key Responsibilities

Customer Onboarding & Account Management

• Onboard new customers onto Maersk standard processes and digital platforms, establishing a strong foundation for long-term partnerships.
• Serve as the primary point of contact for assigned customers, providing timely, accurate, and proactive communication.
• Support contract fulfilment by conducting regular customer check-ins and collaborating with Sales and Product teams.

Operational Excellence & Execution

• Execute transactional and operational activities in accordance with agreed customer SOPs and IOPs.
• Orchestrate the end-to-end shipment cycle through effective coordination across functions and geographies.
• Independently manage routine operational exceptions and drive resolution through the Maersk network.
• Align and coordinate customer-specific requirements with internal and external stakeholders and translate them into effective operating procedures and service solutions.

Collaboration & Stakeholder Management

• Collaborate closely with the Global CX Consultant and the wider network of CX Consultants to ensure a consistent customer experience across locations.
• Partner with internal stakeholders including Global Service Center, Sales, Product, Finance, Operations, and Regional and Area Operations Teams.
• Engage with external stakeholders including customers, logistics and service partners, and external suppliers such as terminals, depots, customs brokers, and haulers.

Continuous Improvement & Growth

• Identify and implement process improvement opportunities that enhance customer experience and operational efficiency.
• Identify opportunities for upselling and cross-selling relevant Maersk products and solutions.
• Promote adoption of digital and self-service solutions to improve customer outcomes and ease of doing business.

Qualifications & Experience

Required

• Experience in customer service, logistics, supply chain, transportation, or a related field.
• Strong customer focus and commitment to delivering exceptional service.
• Ability to manage multiple priorities in a dynamic and fast-paced environment.
• Strong ownership and accountability.
• Effective stakeholder management and collaboration skills.
• Continuous improvement mindset with a focus on operational excellence.
• Strong problem-solving and decision-making capabilities.

Preferred

• Knowledge of Ocean, Intermodal, Air, or LCL solutions.
• Knowledge of Supply Chain Management, Customs Services, 4PL, or related logistics solutions.
• Strong communication and presentation skills.
• Ability to interpret and leverage data to support decision-making and customer outcomes.

Additional Information

Maersk is committed to a diverse and inclusive workplace 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. Maersk will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

Maersk is happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation, please contact accommodationrequests@maersk.com.