Customer Experience Process Expert - Ocean Logistics

Process Expert At Maersk , we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what’s possible—setting new benchmarks for efficiency, sustainability, and excellence. We believe in the power of diversity, collaboration, and continuous learning , and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade. Join us as we leverage cutting-edge technologies and create global opportunities. Let’s sail together towards a brighter, more sustainable future with Maersk. Purpose of the role This position supports customer experience in ocean logistics, focusing on post-booking supply chain activities. Candidates are expected to handle customers post booking, including execution, coordination, and query management. The role primarily involves managing customer interactions through email and chat, with limited voice support. It includes handling case management, resolving queries, and ensuring smooth shipment execution through internal coordination. A background in supply chain or logistics, especially ocean or landside freight, is preferred. Knowledge of shipment documentation is important, while exposure to PO or vendor management is an added advantage. The role requires strong communication skills and the ability to work in a process-driven, afternoon shift environment . You will be Responsible for: Managing customer queries and cases via email and chat platforms Handling post-booking activities including execution, coordination, and query resolution Acting as a single point of contact for customers in the Africa region Ensuring smooth shipment flow through coordination with internal teams Supporting customers with shipment updates and documentation-related queries Maintaining SLA adherence and timely communication Handling exceptions, follow-ups, and issue resolution within defined processes Contributing to customer satisfaction and service quality through effective case management. Qualifications Graduate of any bachelor's degree. Fluent in English with good communication skills. What We Offer: Impact : Be part of a team that directly contributes to global operations. Opportunity : Unlock professional and personal growth through diverse career pathways. Innovation : Work with a team that embraces technology and continuous improvement. Global Exposure : Collaborate across geographies and cultures. Work-Life Balance : Flexible working arrangements to support your well-being 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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com . Experience Level Senior Level