Owns and manages the customer experience of Essential Services Customers. Has responsibility for the end to end customer experience in compliance with all company procedures. Typically handles a large number of customers or larger, more complex customers. Manages accounts with large business Impact: The level of impact is defined by volume and/or revenue contribution to the cluster scorecard. The customer often has a certain complexity. Typically involves customers with specific needs outside the normal such as legal requirements, documentation requirements, customs restrictions or filling requirements, lack of e-channel use, specific booking requirements, and/or special cargo/dangerous cargo etc. The person furthermore exerts a behaviour where he/she can work independently with limited guidance and is capable of supervising others where relevant. Opportunity Are you passionate to deliver a superior Customer experience to our clients? Do you want to act as the first point of contact of our customer to provide an integrated and full visibility of their supply chains? Do you wish to actively collaborate and build strong and trustful relationships with internal and external stakeholders? We offer • An exciting career opportunity in an international business environment characterized by high pace and diversity • A complex role involving elements of customer service and analysis • Opportunities for local and global career growth • A multicultural team with a can-do mentality • An open environment where team work plays a vital role Key responsibilities The Customer Experience Agent Import/Export will be responsible and will work closely with sales and other departments to deliver outstanding customer service. Key tasks & responsibilities will be: • Build a strong and lasting relationship with customers and provide qualitative customer service • Take responsibility and end-to end ownership of customer shipments and issues • Engage in constructive problem resolution and provide solutions • Act and communicate proactively and keep customers informed of any issues or changes to the booking • Address root cause and seek continuous improvement - constantly look for ways to improve inefficient and erroneous processes • Be able to work independently and assist the team in realizing its goals and standards – be a team player, share knowledge and best practice • Handle effectively all day-to-day communication with our customers, sales and other departments; • Ensure immediate and correct handling of all customer questions and complaints, showing pride and passion in meeting customer requirements; • Work actively with our Global Service Center (GSC) to ensure we can maintain high quality service levels towards customers and internal stakeholders; • Ensure customer satisfaction and loyalty through excellent communication and the most efficient process execution; • Take responsibility for the execution of the shipment process and keep the customer informed of any changes to the confirmed plan; • Attend client’s inquiries about the company products and services; • Coordinate with sales and other stakeholders regarding the specific client needs, forecasting and agreed terms; • Take initiative and continuously look for ways to improve and / or change existing ways and processes in line with changing market conditions and customer needs. We are looking for • Fluent in English and Italian • Experience with import/export operations • Are fun to work with and bring energy, creativity and a strong can-do attitude to the team • An excellent team player • Able to work under pressure • Excellent Excel skills • Well organized, efficient, effective and multitasking • Curious person who is not afraid to ask questions • Strong interpersonal and communication skills • Able to learn fast Customer Experience Agent A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.