Lead Logistics - Customer Experience Agent
Core
Act as a key liaison among shippers, carriers, and internal teams to ensure smooth communication, timely case resolution, and compliance with operational standards for Maersk SCM customers.
Role type
Lead Logistics - Customer Experience Agent
Builds
End-to-end ocean booking processes, shipment status updates, and service quality reports for assigned accounts.
Domain
Logistics / Ocean Freight / Supply Chain
Required skills
Ocean booking management, Customer relationship management, Shipper/carrier performance monitoring, Process compliance and standardization, Internal coordination, Problem resolution, Strategic reporting and KPI management, Rate card management, System implementation
Preferred skills
Additional languages, Case management systems or CRM tools familiarity
Technologies
Microsoft Office Suite (Excel, Outlook, PowerPoint), MODS, SCP
Responsibilities
Manage monthly performance reports for clients and internal stakeholders, Verify and audit internal and external rate cards, Lead the migration of client accounts from the old system to the new platform, Investigate and resolve service deviations and transit delays, Monitor operational performance of shippers and ocean carriers, Oversee accurate performance of downstream processes including system updates and invoices, Act as the primary high-touch contact for assigned accounts, Own the end-to-end booking process for FCL and LCL shipments
Seniority
Mid-level, hands-on IC