锦鲤求职岗位描述
We Offer
Joining Maersk, you will become part of the global family of the company that moves 20% of global trade every day all the way, where one of our core values is Our Employees. It goes without saying that we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.
Purpose of the Role
Deliver best-in-class customer experience by proactively managing the end-to-end shipment journey and resolving issues with speed and ownership
Act as the point of contact for assigned customers, ensuring transparency, reliability, and consistent communication
Proactively identify risks, deviations, and service gaps, and drive timely recovery actions
Build strong relationships with customers and internal stakeholders to ensure a seamless and consistent CX across all touchpoints
Key Responsibilities
1. Customer Ownership & Relationship Management
Serve as the primary contact for assigned customers
Develop strong understanding of customer business, supply chain needs, and priorities
Act as customer advocate internally, ensuring customer expectations are met
Drive First Contact Resolution (FCR) and minimize escalations
2. End-to-End CX Management
Monitor and manage the full shipment lifecycle (order → delivery → closure)
Ensure visibility and proactive updates on all critical milestones
Identify risks (capacity, delay, customs, documentation) and trigger mitigation actions early
Ensure timely and high-quality pre-alerts, milestone updates, and POD closure
3. Exception & Service Recovery Management
Coordinate with OPS, gateway, and other teams to drive fast resolution and recovery
Communicate clearly and proactively with customers on issue status and recovery plan
Capture lessons learned and support continuous improvement initiatives
4. Process Governance & Customer SOP Adherence
Ensure execution in line with customer SOP / IOP and global standards
Monitor KPIs and service performance for assigned accounts
Support implementation of customer-specific solutions and process improvements
Drive compliance with “Standard is the Standard” principle
5. Cross-functional Coordination
Coordinate closely with:
Operations / Gateway teams
Origin / Destination offices
Finance / Billing teams
Ensure smooth information flow and alignment across all stakeholders
6. Commercial & Financial Awareness
Support billing accuracy (customer billing & ICB validation)
Ensure cost visibility and profitability awareness (GP per file mindset)
Highlight potential revenue leakage or cost discrepancies
What We Are Looking For
Education
Degree or diploma in Logistics, Supply Chain, or related field
Experience
Minimum 2 years in Air Freight / Logistics / Customer Service / CX role
Language
Fluent in English and local language
Strong written and verbal communication skills
Technical Skills
Proficient in MS Office and logistics systems
Good understanding of air freight E2E processes
Core Competencies
Customer Centricity
Ownership & Accountability
Problem Solving & Decision Making
Communication Effectiveness
Stakeholder Management & Influencing
Resilience & Composure
End-to-End process mindset
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer 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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.