Customer Experience Consultant

APM Terminals

Position Summary Job Description – Customer Experience / Administrative Stream Job Description Introduction: Maersk is a global leader in integrated logistics and have been industry pioneers 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 organisation 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.

What we offer: Impact : Your work will directly contribute to the success of our global operations.

Opportunity : Maersk provides ample opportunities for growth and development, both professionally and personally.

Innovation : Join a forward-thinking team that embraces innovation and cutting-edge technologies.

Global Exposure : Collaborate with colleagues from diverse backgrounds and gain exposure to international business practices.

Work-Life Balance : We value work-life balance and offer flexible working arrangements to support our employees.

This role is part of the Customer Experience and Administrative career streams at Maersk. The primary responsibility is to deliver high-quality support and service to customers after they are onboarded into the Maersk ecosystem. The position also involves supporting internal teams through technical, administrative, and operational tasks that ensure smooth execution of processes.

Key Responsibilities Customer Experience Responsibilities

• Manage customer interactions across established communication channels.
• Handle customer cases, ensuring timely follow-up and resolution.
• Support customer onboarding processes and build collaborative relationships post-onboarding.
• Execute contract management activities and support dispute resolution.
• Coordinate with cross-functional teams to provide seamless service experience.
• Manage additional customer service activities as required.

Administrative Responsibilities

• Support internal stakeholders by performing skilled administrative, technical, and operational tasks.
• Execute standardized work processes with accuracy and consistency.
• Maintain documentation, reports, and operational records as per guidelines.
• Assist teams in meeting daily deliverables and operational SLAs.
• Escalate non-routine or complex issues to senior colleagues or supervisors as needed.
• Contribute to continuous improvement by providing insights on recurring issues or process gaps.

Role Expectations

• Work independently within defined guidelines, exercising sound judgment for routine tasks.
• Apply established standards and processes consistently, with the ability to deviate when needed to resolve issues.
• Handle tasks of limited complexity with growing exposure to broader operational responsibilities.
• Develop skills through structured training, coaching, and on-the-job learning within the relevant job discipline.
• Demonstrate a solid understanding of standard work routines, general procedures, and business expectations.

Required Skills & Competencies

• Strong communication and customer-handling skills.
• Ability to work within defined processes while maintaining accuracy.
• Problem-solving capability with readiness to escalate non-standard issues.
• Good understanding of administrative/operational workflows.
• Proficiency in managing documentation and routine reporting.
• Team-oriented mindset with the ability to collaborate effectively.

Preferred Qualifications

• Prior experience in customer service, administration, logistics, or related fields is an advantage.
• Working knowledge of standardized operating procedures and service workflows.
• Tamil language proficiency is a strong added advantage, as the role caters primarily to customers from South India.

Education & Experience

• Graduate or equivalent qualification preferred.
• Experience level may range from entry-level to experienced individual contributors, depending on the specific role within the stream.

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, colour, 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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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