LCL Customer Experience Agent

Kuala Lumpur, Malaysia
Customer Service
Last application date


The Customer Experience Agent is responsible for owning/managing the customer experience of his/her customers as well as executing the shipment arrangement from customer booking, coordinating to vendors for relevant modalities such as ocean vessel movement, truck, and documentation. On the customer service initiative, the person is responsible for identifying issues proactively, build strong relationship with customers and identify solution which benefit both Maersk and customer.

The Customer Experience Agent will be based in One City, Subang Malaysia.

We offer

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – 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 per-forming teams.

Key responsibilities

CX agent is responsible for below scope, but not limited to:
-Booking management
-HBL Management
-Vendor Management
-Inbound cargo receiving and Outbound cargo releasing
-Booking timeliness and accuracy and arrival notices timeliness and accuracy
-Customs import and export documentation
-Transport coordination – Cross Border Trucking
-Gate keeper of profitability for shipments

Additionally, CX agent is fully responsible for customer satisfaction across Maersk product offering, as well as to go the extra mile in providing solutions and driving customer satisfaction. In general, CX should actively seek out and act on all opportunities for continuous improvement both in relation to customer and internal/external stakeholders.

-Primary point of contact of customer and ensure smooth execution of the end-to-end shipment cycle
-Ability to align with customer expectation upfront and be able to respond with suggested constructive solutions
-Understand LCL Operations and carry out all activities in a manner that will contribute to the achieve-ment of individual and team Key Performance Indicators (KPI’s).
-Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preven-tive measures to eliminate repetition of errors.
-Prepare and submit all documents in a timely and accurate manner and actively track shipment status to keep the internal/external stakeholders informed of the status.
-Have good business knowledge / process understanding to provide a value add to the customers through effective business solutions.
-Understand business criticality and prioritize the tasks effectively to ensure customer satisfaction.
-Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
-Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.
-Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.
-Maintain effective and proactive communication – by regularly participating in conference calls with the stakeholder to enable seamless process flow.

We are looking for

Required Education/Work Experience
-Bachelor’s Degree holder, Fresh graduates is encouraged to apply!
-Logistic experience background would be preferred.
-Relevant experience in shipping, forwarding and supply chain operations would be an advantage.
-Good exposure to LCL (CFS/CFS) operation knowledge is a PLUS.
-Experience in handling Customer Service transactions/processes as well liaises with origin and destina-tion offices is preferred.
-Proficiency in Microsoft Office applications is a PLUS.

Required Skills
-Good verbal and written English skills for co-ordination with origin & destination offices, warehouse, carriers, internal stakeholders
-Able to convey effective written communication with overseas offices
-Good business knowledge/process understanding to provide a value add to the customers through ef-fective business solutions
-Ability to work under pressure and according to standard processes
-Strong service mindset with sense of urgency
-Able to multitask effectively
-High attention to detail, critical thinker
-Team player, skilled in coordinating and working with different types of colleagues
-Open to occasional overtime and/or shift changes as needed
-Agile and able to make independent decision upon delegation

Additional info

Ref. DF-309114
For more information please contact:
A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information: All the way.