Customer Experience Agent

About the Role

Maersk is in search of a proactive, customer-oriented Customer Experience Agent to join our Kigali, Rwanda team. This role involves overseeing the complete customer journey, fostering robust client relationships, coordinating service delivery, and ensuring exceptional operational standards throughout the supply chain.

You will collaborate closely with customers, field teams, agents, and internal departments to provide excellent service, promote customer satisfaction, profitability, and facilitate business expansion.

Key Responsibilities

• Maintain ongoing communication with key clients and promptly address service delivery queries.
• Manage the complete shipment order cycle from initiation to completion.
• Coordinate with field operations to assure top-quality service that preserves sustainable relationships with agents and clients.
• Engage with agents to uphold excellent service delivery and long-term business partnerships.
• Lead operational planning with the field team and related departments, including follow-up field visits to confirm effective task execution and customer satisfaction.
• Collaborate with the Department Head to implement business development strategies via periodic customer performance assessments.
• Monitor profitability and P&L of handled jobs to align with commercial service level indicators.
• Identify and report cost issues impacting profitability.
• Manage dispatch of customer invoices and relevant documentation.
• Resolve customer inquiries and disputes with effective solutions.
• Support company goals through teamwork and cross-functional collaboration.
• Coordinate customs house brokerage, value-added services, trucking, warehousing, and other requested services.
• Regularly gather customer feedback (Voice of Customer) to enhance inland delivery performance and experience.
• Update systems and process customer requests as per defined procedures.
• Ensure all relevant costs are recorded timely and charges are accurately applied.
• Identify opportunities for upselling and cross-selling in logistics and supply chain services.
• Perform ad hoc duties as assigned by the line manager.

Candidate Profile

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, International Trade, or related field.
• A minimum of 2 years of customer service experience within freight forwarding and logistics.
• A strong customer-centric approach.
• Proficiency in MS Excel and familiarity with multiple operational systems.
• Fluency in English is essential.
• Strong analytical, problem-solving, and critical thinking abilities.
• Excellent teamwork, communication, presentation, and stakeholder management skills.
• Good grasp of INCOTERMS, customs documentation, and import/export processes.
• Experience in the logistics sector considered a plus.
• Ability to prioritize effectively, manage multiple assignments, and work independently with limited supervision.
• Business acumen with capacity to develop value-based customer and stakeholder relationships.

Work Environment and Values

At Maersk, you will experience a culturally diverse and stimulating workplace fostering innovation and teamwork guided by values such as respect, dedication, transparency, and ethical competition. The company is committed to equal opportunities regardless of gender, age, nationality, or other protected characteristics and supports necessary accommodations during the recruitment process.