The colleague will contribute to great customer experience by fostering positive customer interactions, identifying customer issues, providing solutions, and conversing in a polite and professional manner. This is a great position for the individual who enjoys working in a collaborative team environment, corresponding by both phone and email, can ask probing questions to determine true issues, and has a talent for investigating complex problems. The ideal candidate will find satisfaction in tracking down the information needed to answer questions and resolve customer issues swiftly. This position is especially suited for the individual who prefers a varied and challenging work environment. Applicant must have the ability and desire to become well-versed in the utilization of various databases, policies and procedures.
- Own and manage the end-to-end customer experience in compliance with company procedures.
- Take ownership of customer issues and facilitate the timely and effective resolution by engaging relevant stakeholders (internal/external) to achieve customer satisfaction.
- Assist customers through direct contact with, but not limited to, the following:
- Import Demurrage, Import Detention and/or Rail Storage inquiries, payment procedures and processing.
- Utilize various internal and external systems to ensure the release of cargo is handled within established timeframes.
- Receiving requests and executing release against respective process while ensuring all legal and financial requirements are met.
- Education on all required rail/CY/terminal processes and procedures as it relates to billable party, free time, rates, etc.
- Researching, interpreting and applying service contact free time terms as required.
- Liaise with customers, 3rd party terminals, rail, and CY’s on process changes or improvements.
- Work within Salesforce/Case Management to address shipment related issues/inquiries through frequent/timely communication to full resolution as per agreed SLA.
- Understand implications and the impact on company revenue.
- Understand and be familiar with KPIs/procedures/objectives and act in line with set targets.
- Drive continuous improvement as part of our Lean Operating Model to reduce waste and drive efficiencies across our processes.
- Monitor agreed service levels, identify root cause when targets are not met, and advise management of potential service failures and/or trends.
- Consistently demonstrate in a manner loyal to the A.P. Moller – Maersk Group Core Values and Character.
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 [email protected].
Skills Required
- Ability to communicate professionally by phone and email
- Ability to ask probing questions and investigate complex customer issues
- Ability and willingness to learn databases, policies, procedures, and logistics processes
- Ability to manage customer issues through timely resolution and stakeholder coordination
- Ability to use Salesforce or case management systems
- Ability to understand and apply legal, financial, contractual, rail, terminal, and cargo-release requirements
- Ability to work collaboratively in a varied and challenging environment
A.P. Moller - Maersk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about A.P. Moller - Maersk and has not been reviewed or approved by A.P. Moller - Maersk.
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Healthcare Strength — Company materials and job postings consistently highlight comprehensive medical, dental, and vision coverage, with U.S. transparency-in-coverage links indicating established group plans. These benefits are framed as part of a global rewards approach that aims for a consistent experience across markets.
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Retirement Support — U.S. roles commonly include a 401(k) with company match, reflected across multiple current postings. Disclosures also describe retirement savings as a core element of the company’s global benefits framework.
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Parental & Family Support — A global minimum of 18 weeks of fully paid maternity leave signals a strong baseline for family benefits. Guidance encourages candidates to clarify local parental provisions, reflecting structured policy with country-specific application.
A.P. Moller - Maersk Insights
What We Do
A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society. ALL THE WAY is our commitment to connect the world so that everyone has both the possibility and the ability to trade, grow and thrive. The company employs roughly 110.000 employees across operations in 130 countries.
