4PL Customer Experience Agent

Job Description

The 4PL Booking Management Agent is responsible for managing and coordinating end-to-end export booking operations for customer.
This role ensures accurate forecasting, optimal booking planning with carriers, and on-time container movements. The agent acts as a key coordinator between the customer, carriers, brokers, and internal teams to deliver smooth, efficient, and compliant logistics operations.

Key accountabilities and responsibilities:

The 4PL CX Agent is responsible for:

1-Booking Management & Coordination

• Manage end-to-end export booking activities with nominated carriers in line with customer forecasts and shipment plans.

• Receive and verify booking confirmations; share confirmed details promptly with customers and trucking vendors.

• Handle spot-buy or spot-rate requests when needed to secure space or support urgent shipments.

• Coordinate with carriers, brokers, and internal teams to ensure containers are picked up, gated in, and loaded according to schedule.

• Track and update shipment milestones, ensuring visibility and transparency for customers.

2-Forecasting & Booking Planning

• Consolidate customer demand forecasts and translate them into accurate weekly/monthly booking plans.

• Ensure booking capacity aligns with customer forecast and carrier allocation agreements.

• Anticipate peak volume periods, vessel capacity shortages, and other operational risks — proactively work with carriers and internal teams to secure sufficient space.

• Analyze historical shipment data to support forecast accuracy and continuous improvement in planning.

• Coordinate with customers to validate forecast changes or additional booking requests.

• Support optimization of container utilization, routing, and carrier allocation to improve efficiency and cost-effectiveness.

3-Carrier & broker Management (2PL / 3PL Performance)

• Monitor and evaluate the performance of 2PL/3PL partners (carriers, trucking, and warehouse service providers).

• Track and analyze key vendor KPIs such as on-time delivery, space utilization, vessel schedule adherence, and routing guide compliance.

• Manage and resolve issues related to carriers (e.g., container pick-up delays, vessel roll-over, space shortages, documentation errors).

• Collaborate with carriers and vendors to develop long-term solutions and improve operational reliability

4-Customer Service & Communication

• Serve as the primary operational contact for customers regarding booking status, space updates, and exception handling.

• Maintain proactive communication with customers, carriers, and stakeholders to ensure smooth coordination.

• Handle inquiries and service issues promptly, focusing on root cause analysis and preventive actions.

• Participate in regular conference calls or review meetings with customers to discuss performance and improvements.

• Maintain a Customer-Centric approach at all times, ensuring service excellence and process accuracy.

5-Reporting & Process Compliance

• Prepare and deliver operational and performance reports (booking status, KPI tracking, service issues, improvement actions).

• Ensure all booking and shipment activities comply with customer SOPs and Internal Operating Procedures (IOPs).

• Identify and report any process deviations or improvement opportunities to management and the customer.

• Support cross-sell/up-sell initiatives and contribute to long-term customer retention.

• Perform other reports or tasks assigned by the Team Leader / Manager.

Required experience & skills:

• Bachelor’s Degree in Logistics, Supply Chain Management, International Business, or related fields.

• Minimum 1–3 years of experience in booking operations, export planning or carrier management or 4PL environments.

• Strong understanding of carrier booking processes, space allocation, vessel schedules, and export logistics flow.

• Proven experience in forecast management, volume planning, and capacity control.

• Strong analytical and problem-solving skills, with the ability to interpret shipment data and forecast trends.

• Excellent communication, coordination, and stakeholder management skills.

• Fluent in English (written & spoken).

• Proficient in MS Office (Excel, Outlook, PowerPoint)

• Highly organized, proactive, and able to work effectively in a fast-paced, dynamic environment.

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.
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