Process Expert – Inbound Customer Service

About the role

The Process Expert joins Maersk’s Customer Experience (CX) team to deliver high‑quality inbound support to U.S. customers after they are onboarded into the Maersk ecosystem. You will act as the first point of contact for a range of service inquiries, ensuring timely, accurate and solution‑focused assistance.

Key responsibilities

• Answer inbound customer calls and provide professional, accurate assistance on bookings, shipments, documentation, charges and general service queries.
• Manage cases in the CRM system – create, update and resolve customer issues while maintaining detailed records.
• Guide new customers through onboarding processes, tools and service channels.
• Build and sustain strong customer relationships through clear communication and consistent service delivery.
• Handle contract‑related questions, charge clarifications and basic dispute management following established procedures.
• Collaborate with internal teams to ensure smooth issue resolution and appropriate escalation.
• Maintain service standards, including call quality, timeliness and customer satisfaction metrics.

Required profile

• Prior experience in U.S. customer service or inbound contact‑center operations (preferred).
• 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.
• Customer‑first mindset, attention to detail, accuracy and empathy.
• Reliability, professionalism and a commitment to high customer satisfaction.

Required skills

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

What we offer

• Opportunity to work for a global leader in shipping and logistics.
• Inclusive, diverse workplace with equal‑opportunity policies.
• On‑the‑job training and clear career progression within the CX function.