Air Freight Customer Experience Consultant

About the role

Maersk is looking for an Air Customer Experience (CX) Consultant to join its team in Port Louis, Mauritius. The consultant executes air operations and customer service activities to deliver a consistent, seamless customer experience, and handles all aspects of import and export file management.

Key responsibilities

• Accept and track cargo pre-alerts, including data quality checks and communication with the overseas office
• Arrange and monitor airline and customer cargo collections and deliveries
• Handle and process air freight documentation such as licenses, packing lists and commercial invoices
• Prepare and issue AWBs in line with local practice and policies
• Be familiar with customs clearance activities
• Carry out timely and accurate job costing, file closing, customer invoicing and operational finance activities such as vendor invoice reconciliation and inter-company billing
• Create and maintain customer-specific reports and trackers in line with agreed KPIs
• Resolve customer enquiries and queries, and develop and maintain customer and supplier relationships
• Ensure company guidelines, operating procedures, aviation and AEO security compliance are followed

Required profile

• At least 3 years' experience in the air freight industry
• Customer-centric mindset, problem-solving and critical thinking skills
• Teamwork and excellent interpersonal and communication skills

Required skills

• Microsoft Office (intermediate)
• Fully competent freight management systems (Cargowise and Kewill) to produce MAWB, HAWB and air freight documentation
• Working knowledge of customs systems for export customs clearances
• Dangerous goods by air and aviation security