Customer Experience Consultant (based in Selangor, Malaysia)

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand 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.

We are looking for a customer experience consultant to be based in our Selangor, Malaysia office.

We Offer

• An exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with a focus on creating valuable relations with our customers.

• A fun-filled and motivating workplace.

• Career development program

• A comprehensive learning and development plan in Customer Service including soft skills and communications skills

• End-to-end knowledge of shipping/freight forwarding and cross-functional projects

Key Responsibilities

Customer Relationship Management

• Onboard customers and build strong, collaborative relationships with both new and established clients.

• Serve as the primary point of contact for customers, ensuring smooth execution of the end-to-end shipment lifecycle by working closely with customers and internal stakeholders.

• Understand external factors impacting customers' supply chains, align customer expectations upfront, and respond with appropriate solutions.

• Lead digital adoption discussions, cross-sell and upsell logistics and services products, and conduct performance reviews with customers.
  

Continuous Improvement and Stakeholder Engagement

• Take full responsibility for customer satisfaction across Maersk product offerings.

• Manage vendors and plan shipment orders without physical cargo execution.

• Proactively track shipments, notify customers of deviations from the transport plan, and suggest potential solutions and alternatives.

• Demonstrate a willingness to go the extra mile for customers, focusing on providing effective solutions.

• Actively seek and implement continuous improvement opportunities in relation to both customers and internal/external stakeholders.

Documentation and Coordination

• Prepare and manage shipping instructions, send them to carriers.

• Estimate Verified Gross Mass (VGM) and validate Bills of Lading.

• Send pre-alerts to destinations and ensure system updates.

• Coordinate billing processes with the Finance department.

We are looking for

• 0-2 years of industry experience, with academic knowledge in logistic & supply chain management

• Strong written and verbal communication skills in English. Mandarin language proficiency is preferred to better support a predominantly Mandarin-speaking client base

• Excellent communication and presentation skills

• Good Excel and analytical skills

• A change agent, always ready to try new initiatives

• Able to work independently and a team player

• A problem solver with a positive attitude

• Exhibit professionalism and friendliness

• Someone who is excited to do or learn the above

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.
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