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Customer Service Agent

Job in Rotterdam, the Netherlands
Posted

Degree level

Bachelor

Job function

Customer service

Required languages

Dutch (Fluent)
English (Fluent)

Work experience

0 to 3 years

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At Maersk we go the extra mile to service our customers in the best possible way. We work hard to build and strengthen relationships with customers, making sure we understand their business drivers so we can continuously improve co-operation, processes and outcomes. To the mutual benefit of both the customer and Maersk.

Are you a driven customer services professional? Do you put your clients first, whilst adequately balancing their needs and the business drivers of your team and your organization? Then we would like to get in touch with you. We are looking for a Customer Care Business Partner!

We offer

We are offering a challenging position in which a seasoned Customer Services professional can make the difference, both for the client and the team. Where success depends on you and your capacity to create value for our customers. Where you will be backed up by a dynamic team of highly motivated, experienced and enthusiastic professionals, helping you to grow the allocated customer portfolio. A great career opportunity in a world class company!

Key responsibilities

  • Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires (including onboarding of customers to the CARE program), amongst others through regular customer visits;
  • Ensure a smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders;
  • Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives;
  • Own all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions in order to pacify the situation and avoid unnecessary cost;
  • Act as the primary point of contact for assigned CARE Customers and an advocate for these Customers, internally within Maersk;
  • Remain current on changes in local & foreign rules, internal & external procedures and product developments, build and maintain understanding of the cargo you are shipping and requirements that come with it;
  • Understand cross functional processes and how they link to your role;
  • • Actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.

We are looking for

We are looking for candidates who can act as Ambassador of our CARE Program, an initiative to put our Customer centrally and offer them the required service levels at all times.

These candidates

  • Have at least one year experience working in an international environment supporting key account customers
  • Have an educational background and experience in the service industry: hospitality, customer services, marketing & sales
  • Have excellend English and Dutch language skills

As a person they make an effort to understand and support customers and colleagues with issues and problems they may be facing. They are open to the opinions of others and act in a diplomatic manner enabling them to relate and build constructive relationships. Customers and colleagues therefore consider them a trusted partner whom they can rely on for advice and help. The decisions they make are based on analysis and application of experience; they provide partners and colleagues with the information they need in order to succeed. They have not difficulty adapting their communication style in order to match the situation and needs of the customer. They deliberately seek to understand how to navigate within the organization. When faced with problems, they look beyond the obvious and work hard to identify the most appropriate solution. They actively seek to understand and learn from their experiences and are able to immediately apply and share the knowledge they have gained.

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About Maersk
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A.P. Moller - Maersk is an integrated transport and logistics company with multiple brands and is a global leader in container shipping and ports. Including a stand-alone Energy division, the company employs roughly 88.000 employees across operations in 130 countries.
In 2016, A.P. Moller - Maersk Group is no. 240 in the Fortune Global 500 listing of the world's best companies.

Manufacturing
Rotterdam
10,000 employees