Import/Export Agent, CX
External
Maersk · Shanghai, Shanghai, 201306, ChinaFull-timeOn-siteToday
ComplianceDocumentationStakeholder Management
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Responsibilities
- 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
- 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
- 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
- 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
- Cross-functional Coordination
- Coordinate closely with:
- Operations / Gateway teams
- Origin / Destination offices
- Finance / Billing teams
- Ensure smooth information flow and alignment across all stakeholders
- 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
Requirements
- Education
- Degree or diploma in Logistics, Supply Chain, or related field
- 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
- 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 .
Benefits
Purpose of the RoleDeliver best-in-class customer experience by proactively managing the end-to-end shipment journey and resolving issues with speed and ownershipAct as the point of contact for assigned customers, ensuring transparency, reliability, and consistent communicationProactively identify risks, deviations, and service gaps, and drive timely recovery actionsBuild strong relationships with customers and internal stakeholders to ensure a seamless and consistent CX across all touchpointsParental leave
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Company Intel
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