As Customer Service Agent, you’ll play a vital part in our success You’ll proactively identify issues, mitigating them and achieve best-in-class Customer Service. Owns and manages the customer experience. Our customer service team has responsibility for end-to- end customer experience, in compliance with relevant company procedures and agreements with customer.

Owns all customer issues and facilitates their timely and effective resolution. As a Customer Service Agent, you will be the primary point of contact for A key customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

Key Responsibilities
- Deliver a best-in-class Customer Service experience.
- Act as the first point of contact for customer needs.
- Focal contact point between origins/destinations and for assigned brokers.
- Execution of the day-to day order management and local activities.
- Destination milestones monitoring & Document management.




- Follow up on: Origin’s performance, Data quality reports, escalations, and carrier issues.
- Exception Management & Resolutions.
- Handling of claims and issues
- Lead root cause analysis
- Regularly review and update SOP/IOPs.
- Responds to all enquiries in a timely and accurate manner.
- Ensure smooth execution of the end-to-end shipments by working closely with the customers and 3PL as well as internal/external stakeholders.
- Ensure all activities are conducted in compliance with customer SOP.
- Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
- Take ownership of the customer issues and solve in an urgent and responsible manner.
- Be fully responsible for customer satisfaction.
- To monitor the performance of third-party suppliers with the aim of identifying areas for improvement.
- Coordinating shipment

📌 CX Consultant (Ciudad de México)
🏢 A. P. Møller-Mærsk
📍 Ciudad de México