Customer Service

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer

Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Position: Customer Service

This is a fixed-term role.

Location: Jl. Industri No.28, Sukorejo, Kec. Buduran, Kabupaten Sidoarjo, Jawa Timur 61252, Indonesia

Key Responsibilities

Own local customer onboarding, support and issue resolution of Ocean, CHB, Intermodal, LCL and booking agent

• Customer’s business Acumen and ability to know what factors drives the decision making.
• Understanding of external factors impacting Customer’s supply Chain & understand their sense of urgency, service needs, drivers and desires.
• With debrief from sales organization, ensure new customers are onboarded across the different products
• Ensure the team supports and leads end-to-end issue resolution for a seamless customer experience
• Build strong and collaborative relationship with both established and new vendors
• Liaising and preparing transport plan with suppliers and using triangulation to optimize planning
• Be fully responsible for customer satisfaction across Maersk product offering (own customers).
• Willingness to go the extra mile towards the customers & with focus on providing solutions.
• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
  
  

Customer satisfaction

• Act as a role model by representing the voice of the customers throughout the organization whilst maintaining the company’s vision
• Actively monitor local NPS across segments and partner with relevant teams to drive local improvement to improve customer satisfaction
• Proactively track shipments and notify customers of relevant deviations from the transport plan (ocean and inland), including potential solutions or alternatives.
• Ability to align with customer expectations upfront & to be able to respond with suggested solutions
• Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, including the inland delivery, by working closely with the customer as well as internal stakeholders
  
  

Establish a strong team to manage service delivery

• Build, lead and develop the team with strong knowledge of local logistics operations & systems, to drive continuous improvement and delivery
• Manage performance by ensuring global standards, and individual customer service approaches based on customer segment focus are in place
  
  

Who We Are Looking For

• 2+ years experience within logistics (import) / freight forwarding / Ocean industry preferred (but not required)
• Customer Service Experience
• Proficient in Microsoft Office including Outlook email, Word, and Excel, PPT
• Need to be able to work, communicate, proactive and problem-solving skill
• Attention to detail and excellent verbal and written skills required
  
  

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.

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