Customer Service Agent

About the Company

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence. With over 100,000 employees across 130 countries, Maersk connects and simplifies customers' supply chains with end-to-end products and digital services.

Responsibilities

• Handle customer service tasks daily and take full end-to-end responsibility for the account across the LNS service scope (Carrier Booking, Trucking, Customs House Brokerage).
• Coordinate and manage internal and external stakeholders to deliver required customer outcomes in a professional, proactive manner.
• Provide resolution of customer queries and escalations, engage in constructive problem resolution, and prioritize tasks to meet SLAs & KPIs.
• Maintain a customer-centric approach to prevent errors and implement preventive measures to avoid repetition.
• Monitor and help improve end-customer KPIs; conduct performance reviews with customers and provide accurate, timely reporting.
• Complete job costing, recognize revenue and costs for coordinated activities, and process billing to customers in a timely manner.
• Booking Management: manage carrier bookings based on allocation and customer production plans; ensure accuracy of SI, VGM and DG net submission, BL and other shipping documents; provide documents to customer/destination timely.
• Customs Brokerage: collaborate cross-functionally to prepare CHB documents such as export/import declarations, FTA forms, licenses; act as a consultative resource for customers.
• Trucking Management: manage truck bookings based on product availability and collaborate with cross-functional teams or external vendors to ensure truck availability.
• Cross-sell and upsell logistics and services products to customers where appropriate.

Qualifications

• Positive attitude with a customer-centric mindset and a strong sense of urgency.
• Good command of spoken and written Thai and English.
• Minimum 2–3 years' experience in Customer Service / Customer Experience or similar roles within the logistics industry with customs knowledge.
• Highly result-oriented with strong attention to detail; able to collaborate with cross-functional teams, work under pressure and meet tight deadlines.
• Well organized, efficient, effective, and able to converse with people at all levels.
• Familiar with MS Office products including Word, Excel and PowerPoint.
• Capacity to handle change, work in an agile manner, and possess high analytical and problem-solving skills.

Skills

• Customer service and stakeholder management
• Supply chain and logistics operations (booking, trucking, customs brokerage)
• MS Office (Word, Excel, PowerPoint) and timely reporting
• Billing, job costing and revenue/cost recognition
• Cross-selling and upselling of logistics services

Additional Information

• Maersk is committed to a diverse and inclusive workplace and is an equal opportunity employer.
• If you need special assistance or an accommodation to apply or perform the job, please contact accommodationrequests@maersk.com.