CX Consultant - Counter at Maersk Line

Job Purpose

The Customer Experience Agent is responsible for managing and enhancing the customer experience during all in-person interactions at the Maersk counter. This role focuses on handling documentation, cargo release processes, and customer inquiries while identifying opportunities to improve service delivery and operational efficiency.

Key Responsibilities

• Serve as the primary point of contact for customers requiring document release
• Assist walk-in customers with issue resolution and general inquiries
• Process manifest amendment requests
• Issue and amend Bills of Lading
• Handle telex release requests for exports
• Process documentation for cargo release (Delivery Orders)
• Maintain proper filing and safeguarding of all counter documents
• Manage change-of-agent requests
• Ensure compliance with company procedures and regulatory requirements
• Identify and support continuous improvement initiatives
• Train and onboard customers on digital platforms (e.g., ML.com)
• Route correspondence to relevant internal stakeholders
• Follow up on long-standing containers and unresolved cases

Key Deliverables

• Adherence to company policies, terms, and regulatory standards
• Effective risk assessment and management
• High-quality customer service with prompt responsiveness
• Clear and proactive communication with customers and stakeholders
• Continuous improvement in service delivery and business performance
• Achievement of individual performance objectives

Qualifications & Skills

Minimum Qualification:

• Undergraduate degree in Business or a related field

Core Competencies:

• Strong communication and presentation skills
• Customer-focused mindset with collaborative approach
• Effective stakeholder management
• Ability to prioritize and manage workload efficiently
• Commercial experience in sales or customer service preferred
• Industry knowledge (logistics/shipping) is an advantage

Desired Attributes

• Strategic and conceptual thinking
• Strong business acumen
• Results-driven and solution-oriented
• Analytical thinking and problem-solving skills
• High attention to detail
• Ability to build value-based relationships
• Emotional intelligence: patience, composure, and compassion
• Self-motivated with the ability to work independently