Feb 12, 2020

Customer Service Agent

  • Maersk Oil
  • Rotterdam, Netherlands
Full Time Permanent

Job Description


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.

We are expanding our Maersk Supply Chain Management Team across the Netherlands, so be a part of this exciting project! Come and join a successful, intensively growing and ambitious Team in Rotterdam!

Right now, we are looking for a highly motivated Customer Care Agent to join our team in supporting one of the world's best-known brand in managing its Supply Chain. The role and team offer a great opportunity to learn, develop and challenge yourself.

We offer

Firstly, we offer you a unique opportunity to join Maersk - an established company within international shipping & logistics, you will be an essential part of the company and get a high degree of personal responsibility.

A career at Maersk means working in a culturally diverse, performance stimulating environment. You'll be part of a rich heritage and a youthful and exuberant logistics company that aims to be an inspiring and challenging place to work. We believe that a successful career includes a variety of experiences that stretch you, take you out of your comfort zone and offer you an opportunity to grow in ways that also build your business. You can use this opportunity for your professional and personal development and to build a career within a stimulating environment with a lot of future international career opportunities across a world class organization.

We offer you a competitive annual wages and 29 days of annual leave, special leaves without loss of salary, Collective Health Insurance, Pension Plan, long service awards, transportation allowance (Public Transport Card), pool bikes (available for example during lunch break), education assistance (trainings and courses), discount in Fitness Centres, discount in our canteen, fresh fruits every day in the office as well as great atmosphere and working with best professionals.

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

As an ideal candidate you're a driven fast learner, with a positive attitude who shows initiative and takes ownership over client's cases, enjoys challenges. You have excellent communication skills and genuinely appreciate the interaction with other people. You are able to keep a cool head and a customer centric approach while getting things done.

You are able to take on multiple tasks with a sense of urgency and strive to deliver excellence in the details. We value the ability to identify improvement areas, take actions and implement appropriate solutions.

We expect that you are a strong team player able to prioritize workload in order to meet all required deadlines, while also being able to work independently. We would appreciate an open mindset, a person who can give constructive feedback as well as welcomes feedback received from others. Customers and colleagues therefore consider you as a trusted partner whom they can rely on for advice and help.

Due to the business needs our successful candidates must operate English and Dutch languages on professional working level.

As a person you make an effort to understand and support customers and colleagues with issues and problems they may be facing. The decisions you make are based on analysis and application of experience; you provide partners and colleagues with the information they need in order to succeed. You have not difficulty adapting your communication style in order to match the situation and needs of the customer. You deliberately seek to understand how to navigate within the organization. When faced with problems, you look beyond the obvious and work hard to identify the most appropriate solution. You actively seek to learn from your experiences and are able to immediately apply and share the knowledge you have gained.