Customer Service

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.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning, and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer

Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout your career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are a wide range of roles in Maersk, and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and encourages employees to take responsibility for managing their careers, whether to move laterally or vertically.

Position: Customer Service

This is a fixed-term role.
Location: Jl. Industri No.28, Sukorejo, Kec. Buduran, Kabupaten Sidoarjo, Jawa Timur 61252, Indonesia

Key Responsibilities

• Own local customer onboarding, support, and issue resolution of Ocean, CHB, Intermodal, LCL, and booking agent.
• Understand customer’s business acumen and the factors that drive decision-making.
• Understand external factors impacting customer’s supply chain and their sense of urgency, service needs, and desires.
• Ensure new customers are onboarded across different products with debrief from the sales organization.
• Ensure the team supports and leads end-to-end issue resolution for a seamless customer experience.
• Build strong and collaborative relationships with both established and new vendors.
• Liaise and prepare transport plans with suppliers, using triangulation to optimize planning.
• Be fully responsible for customer satisfaction across Maersk product offerings (own customers).
• Willingness to go the extra mile towards customers with a focus on providing solutions.
• Actively seek out and act on continuous improvement opportunities in relation to customers and internal/external stakeholders.

• Act as a role model by representing the voice of the customers throughout the organization while maintaining the company’s vision.
• Actively monitor local NPS across segments and partner with relevant teams to drive local improvements to enhance customer satisfaction.
• Proactively track shipments and notify customers of relevant deviations from the transport plan (ocean and inland), including potential solutions or alternatives.
• Align with customer expectations upfront and respond with suggested solutions.
• Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, including inland delivery, by working closely with the customer as well as internal stakeholders.

• Build, lead, and develop the team with strong knowledge of local logistics operations and systems to drive continuous improvement and delivery.
• Manage performance by ensuring global standards and individual customer service approaches based on customer segment focus are in place.

• 2+ years of experience within logistics (import) / freight forwarding / ocean industry preferred (but not required).
• Customer Service Experience.
• Proficient in Microsoft Office including Outlook email, Word, Excel, and PPT.
• Ability to work, communicate, and demonstrate proactive problem-solving skills.
• Attention to detail and excellent verbal and written skills required.

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, color, 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 are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or accommodation to use our website, apply for a position, or perform a job, please contact us by emailing accommodationrequests@maersk.com.