Supply Chain Management Customer Service Representative

As a Customer Experience Agent at Maersk, you will play a vital part in our success by owning and managing the complete customer experience throughout the logistics lifecycle. You will serve as the primary point of contact for key customers, ensuring smooth execution of end-to-end shipment processes while maintaining compliance with company procedures and customer agreements. This role requires you to own all customer issues and facilitate their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class customer service.

You will work closely with customers as well as internal and external stakeholders, maintaining focus on voice of customer, process efficiency, and business growth. This position offers an exciting career opportunity in an international, challenging business environment known for diversity and operating at a high pace.

• Actively build strong relationships with customers and gain deep understanding of their business, service needs, drivers, and desires
• Serve as primary point of contact for assigned customer accounts
• Manage customer onboarding and relationship development processes
• Proactively follow up and keep customers informed of any issues or changes to their shipments

• Manage end-to-end shipment processes in compliance with company procedures and customer agreements
• Ensure smooth execution of complete logistics lifecycle from booking to delivery
• Handle exception management and provide timely resolutions to operational challenges
• Monitor and achieve key performance indicators (KPIs) consistently
• Focus on high-quality data management to maintain standards across all assignments

• Respond to all customer inquiries in a timely and accurate manner
• Take ownership of customer issues and resolve them with urgency and responsibility
• Deliver best-in-class customer service experience across all touchpoints
• Handle contract and dispute management effectively
• Manage customer cases through comprehensive case management processes

• Regularly review and update Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs)
• Look for improvements in ways of working to drive service delivery excellence
• Increase business efficiency through innovative problem-solving approaches
• Handle challenging situations with diplomacy and professionalism

• Minimum 2 years of professional experience in Supply Chain Management (SCM) customer-facing roles
• Practical experience in Ocean Freight or Freight Forwarding operations
• Technical knowledge and hands-on experience in the logistics industry
• Demonstrated experience in stakeholder management and customer relationship building

• Proficiency in automation tools, particularly Excel and PowerBI
• Strong analytical and data management capabilities
• Understanding of logistics processes and industry best practices
• Ability to work with various logistics management systems and platforms

• Native Vietnamese proficiency required
• Fluent English language skills (written and verbal)
• Excellent verbal, written, and presentation communication skills
• Ability to communicate effectively with diverse stakeholders across different cultures

• Customer Centricity: Ability to understand customers' situations, perceptions, and expectations while putting customer needs at the core of all decisions
• Detail-Oriented Approach: Careful attention to daily operations with focus on accuracy and quality
• Problem-Solving: Strong analytical skills and ability to resolve complex logistics challenges
• Teamwork: Collaborative approach to working with others across business units to achieve results
• Positive Attitude: Proactive and solution-oriented mindset with professional demeanor

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence. We believe in the power of diversity, collaboration, and continuous learning, working hard to ensure that our organization reflects and understands 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, harnessing cutting-edge technologies and unlocking opportunities on a global scale.

This position offers an exciting career opportunity where you will focus on creating valuable relationships with current and new customers while working with highly professional teams in an environment where you will be valued, recognized, and well rewarded. You will collaborate with amazing and diverse colleagues who share a deep sense of commitment to live our values and go all the way for our customers, society, and for each other.

Maersk is committed to a diverse and inclusive workplace,