Customer Experience Agent at Maersk

Key Responsibilities

• The main responsibility of the position is to ensure a smooth operation / service delivery of all shipments.
• Ensure that customers are daily updated on the status of their cargo.
• Follow local Customer Experience procedures which are in line with global SOP.
• Daily TrakIT Updates to ensure we have a record of the shipment status Use designated systems as the daily tools.
• Keep close track of client shipments and ensure you perform in accordance with the signed contracts and SOPs.
• Communicate non-conformance of service and data quality.
• Regular receipt of manifests and ensure that documentation and railing / tracking of containers is done in time.
• Receipt of Shipping instructions coordinate booking with documentation.
• Coordinate the positioning of trucks for loading and dispatch of loaded and well sealed trucks to Lagos with full documentation.
• Maintain daily operation & communication with internal and external customers, including order validation and acceptance.
• Meet customer’s satisfaction per customer service’s instruction
• Ensure all queries related to delivery from internal and external parties are attended quickly and properly.
• Respond to all enquiries via email, letter or telephone in a timely manner no later than 24 hours after receipt.
• Be punctual to work and all business appointments.
• Ensure that the Maersk Line vision and core values guide you.

He/she will be responsible to:

• Ensures that all import/export requirements are maintained to ensure the timely departure of import/export cargo as per service delivery requirements
• Reports daily movements, service failure issues and other challenges to Team Lead
• Provide proactive support to own customers across all the service channels
• Coordinate inland delivery processes
• Ensure that as a company Maersk always abides by the statutory requirements.
• Maintains data integrity through accurate inputs/updates to all related systems
• Demonstrate continuous improvement in reducing customer efforts through collaboration and data-driven approach
• Identify and provide advocacy for methods and measures to drive inland, positioning and storage costs down
• Actively own the follow up on ocean booking and L&S files to ensure we deliver as promised and proactively update customers on deviations.

Qualifications & Requirements

• International Shipping, transportation Planning, Logistics management, Customer Service, Communication, Sales and Leadership skills.
• Should have a minimum of 3 years working experience.
• Microsoft Package (Word, Excel, Power Point, Access).
• Fluent English. Writing/Speaking