Senior Process Expert - Logistics and Customer Service

Process Expert/Senior Process Expert

At Maersk, we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what’s possible—setting new benchmarks for efficiency, sustainability, and excellence.

We believe in the power of diversity, collaboration, and continuous learning, and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade.

Join us as we leverage cutting-edge technologies and create global opportunities. Let’s sail together towards a brighter, more sustainable future with Maersk.

Purpose of the role

The Process Expert / Senior Process Expert is responsible for timely and accurate handling of export/import documentation in line with internal procedures and service standards for SCM. The role demands strong data accuracy, stakeholder coordination, and problem-solving skills. Candidates should come from a logistics or freight forwarding background.

You will be Responsible for:

• Managing inbound customer calls and providing prompt, professional, and accurate assistance

• Handling customer questions related to bookings, shipments, documentation, charges, and general service inquiries

• Performing case management activities, including creating, updating, and resolving customer cases in the system

• Supporting customer onboarding by guiding them through processes, tools, and available service channels

• Building and maintaining strong customer relationships through clear communication and consistent service delivery

• Assisting with contract-related queries, charge clarifications, and basic dispute management by following established procedure

• Collaborating with internal teams to ensure smooth issue resolution and escalation handling

• Maintaining strict service standards, including call quality, timeliness, and customer satisfaction metrics

Required Skills & Competencies

• Strong verbal communication skills with the ability to articulate solutions clearly and professionally.

• Ability to multitask in a fast-paced environment and manage multiple cases simultaneously.

• Familiarity with standardized workflows, CRM systems, or ticketing tools is an advantage.

• Customer-first mindset with attention to detail, accuracy, and empathy.

What We Offer:

• Impact: Be part of a team that directly contributes to global operations.

• Opportunity: Unlock professional and personal growth through diverse career pathways.

• Innovation: Work with a team that embraces technology and continuous improvement.

• Global Exposure: Collaborate across geographies and cultures.

• Work-Life Balance: Flexible working arrangements to support your well-being.

 

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. 

Experience Level

Senior Level