Customer Experience Agent

About the role

Maersk is seeking a proactive Customer Experience Agent to manage the end‑to‑end customer journey in Kigali, Rwanda. You will act as the main point of contact for key clients, ensuring seamless service delivery across the supply chain.

Key responsibilities

• Maintain close contact with assigned key clients and respond to service queries.
• Oversee the complete shipment order journey from booking to delivery.
• Coordinate with field operations, agents and internal stakeholders to guarantee excellent service.
• Plan and execute field team duties, conduct site visits and ensure client satisfaction.
• Support business development by preparing weekly/monthly performance reviews.
• Track P&L for all jobs, flag cost issues and ensure profitability.
• Dispatch customer invoices and related documents.
• Resolve customer queries and disputes, offering appropriate solutions.
• Coordinate additional services such as CHB, VAS, trucking and warehousing as requested.

Required profile

• Customer‑focused mindset with strong relationship‑building skills.
• Ability to manage end‑to‑end service delivery in a logistics environment.
• Excellent communication and coordination abilities across multiple teams.
• Analytical mindset to monitor profitability and address cost impacts.

Required skills

What we offer

• A culturally diverse and stimulating work environment.
• Opportunities for professional growth within a global logistics leader.
• Commitment to ethical business practices and inclusive hiring.