Senior Customer Service Representative

A.P. Moller - Maersk•Edison, NJ

9d•$25 - $28•Onsite

About The Position

As a company, we promote a culture of honesty and integrity, and value the trust it allows us to build with customers and employees alike. Our focus on our people is what sets us apart and keeps our customers coming back to work with us! If you are seeking to be a part of a family, this is the place for you! Maersk Logistics & Services USA, Inc. handles end-to-end warehousing and distribution logistics needs utilizing our strategic network of storage facilities. Our facilities are capable of receiving, storing, processing and dispatching cargo, so we can build flexibility and resilience into the supply chain process. Our integrated solutions allow us to be prepared for supply chain risks, so we can plan distribution to better achieve lead time and goals despite unexpected conditions. Our extensive experience, connections, and deep expertise across different sectors, industries, and transportation modes, means we can be counted on for process excellence that will save time and money. The Senior Customer Service Representative serves as the primary point of contact for customers, providing exceptional service and support throughout the transportation and logistics process. This role is responsible for managing customer inquiries, coordinating shipment activities, resolving service-related issues, and ensuring accurate and timely communication between customers, carriers, terminals, and internal stakeholders. The ideal candidate is a seasoned customer service professional with strong leadership abilities, exceptional organizational skills, and a passion for delivering an outstanding customer experience in a fast-paced logistics environment.

Requirements

3+ years of customer service experience, preferably within transportation, logistics, supply chain, or distribution environments.
Proven ability to manage complex customer situations and resolve issues effectively.
Strong verbal and written communication skills.
Excellent organizational, multitasking, and time management abilities.
Proficiency in Microsoft Office Suite and experience working within customer service and transportation management systems.
Ability to work independently and make sound decisions in a fast-paced environment.
Strong problem-solving and analytical skills.
Professional, positive, and customer-centric approach.
Must be authorized to work for any employer in the U.S.

Nice To Haves

Experience mentoring or supporting team members is preferred.

Responsibilities

Serve as the primary escalation point for customer inquiries, shipment issues, and service concerns.
Manage and monitor delivery and return orders, ensuring timely resolution and customer satisfaction.
Coordinate closely with warehouse, transportation, and operations teams to support daily workflow and order execution.
Provide guidance and support to customer service team members, helping to resolve complex customer issues.
Track, investigate, and resolve shipment discrepancies, returns, and delivery exceptions.
Maintain accurate customer records, order information, and service documentation within company systems.
Proactively communicate shipment updates, delays, and solutions to customers and internal stakeholders.
Analyze recurring service issues and recommend process improvements to enhance operational efficiency and customer satisfaction.
Assist management with daily operational planning, reporting, and service performance metrics.
Support special projects and cross-functional initiatives as needed.