Customer Experience Agent
Maersk Group
Lagos, Nigeria
6d ago
source : Fuzu

Qualifications & Requirements

  • International Shipping, transportation Planning, Logistics management, Customer Service, Communication, Sales and Leadership skills.
  • Should have a minimum of 3 years working experience.
  • Microsoft Package (Word, Excel, Power Point, Access).
  • Fluent English. Writing / Speaking
  • Key Responsibilities

  • The main responsibility of the position is to ensure a smooth operation / service delivery of all shipments.
  • Ensure that customers are daily updated on the status of their cargo.
  • Follow local Customer Experience procedures which are in line with global SOP.
  • Daily TrakIT Updates to ensure we have a record of the shipment status Use designated systems as the daily tools.
  • Keep close track of client shipments and ensure you perform in accordance with the signed contracts and SOPs.
  • Communicate non-conformance of service and data quality.
  • Regular receipt of manifests and ensure that documentation and railing / tracking of containers is done in time.
  • Receipt of Shipping instructions coordinate booking with documentation.
  • Coordinate the positioning of trucks for loading and dispatch of loaded and well sealed trucks to Lagos with full documentation.
  • Maintain daily operation & communication with internal and external customers, including order validation and acceptance.
  • Meet customer’s satisfaction per customer service’s instruction
  • Ensure all queries related to delivery from internal and external parties are attended quickly and properly.
  • Respond to all enquiries via email, letter or telephone in a timely manner no later than 24 hours after receipt.
  • Be punctual to work and all business appointments.
  • Ensure that the Maersk Line vision and core values guide you.
  • He / she will be responsible to :

  • Ensures that all import / export requirements are maintained to ensure the timely departure of import / export cargo as per service delivery requirements
  • Reports daily movements, service failure issues and other challenges to Team Lead
  • Provide proactive support to own customers across all the service channels
  • Coordinate inland delivery processes
  • Ensure that as a company Maersk always abides by the statutory requirements.
  • Maintains data integrity through accurate inputs / updates to all related systems
  • Demonstrate continuous improvement in reducing customer efforts through collaboration and data-driven approach
  • Identify and provide advocacy for methods and measures to drive inland, positioning and storage costs down
  • Actively own the follow up on ocean booking and L&S files to ensure we deliver as promised and proactively update customers on deviations.
  • Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form