Counter Control Agent

About the role

We are seeking a Counter Control Agent to be the primary point of contact for customers and intermediaries at the Maersk counter. The role focuses on managing cargo release and documentation while ensuring a smooth customer journey and identifying improvement opportunities.

Key responsibilities

• Maintain system updates to deliver an excellent counter experience.
• Execute import and export counter activities following established processes and service standards.
• Achieve individual and team KPIs related to customer service and operational efficiency.
• Ensure SOPs and IOPs are adhered to by Third‑Party Agents (TPA) and conduct periodic on‑site audits.
• Coordinate with internal stakeholders to support counter‑related operations.
• Investigate and resolve outstanding collections, ensuring short payments are collected by the TPA.
• Monitor TPA performance and identify opportunities to enhance operational efficiency and customer experience.

Required profile

• Experience in customer service, commercial operations, or a customer‑facing counter environment.
• Background in logistics, shipping, freight forwarding, or transportation is a plus.
• Strong analytical and problem‑solving abilities.
• Excellent written and spoken English.
• Ability to prioritize tasks and work effectively in a fast‑paced setting.

Required skills

• Proficiency in Microsoft Excel.

What we offer

• International, diverse, and inclusive work environment.
• Collaborative culture with continuous learning opportunities.
• Access to a wide range of career opportunities across the Maersk network.
• Support for developing systems and process knowledge.