Customer Service Agent - SCM

We are looking for a highly organized and customer-focused Customer Experience Specialist to support import air shipments for apparel retail key account. This role is responsible for managing daily logistics operations, ensuring data accuracy, coordinating with internal and external stakeholders, and driving operational excellence across international transportation activities.

Key Responsibilities

• Handle import Air shipments to Japan for key client under SCM product
• Design and build operational workflows for new projects, streamline processes, and coordinate with relevant departments to establish a stable and efficient operation
• Serve as the primary and escalation point of contact for customer service, ensuring high-quality and timely service in cooperation with customers, colleagues, and overseas counterparts
• Execute daily operations, manage KPIs, and prepare customer reports
• Arrange trucking, customs clearance, carrier booking, transport document issuance, billing, and communication for ocean/air exports, imports, and cross-trades
• Manage vendors, maximize gross profit, create and enforce SOPs, handle troubleshooting, and manage ad-hoc assignments
• Coordinate with customers, warehouses, carriers, customs, and other stakeholders to ensure on-time delivery
• Build and maintain strong relationships with both internal and external stakeholders
• Maintain and develop business relationships with assigned accounts
• Respond to customer inquiries promptly and effectively
• Work closely with internal operations teams to meet customer requirements
• Ensure compliance with the company’s Code of Conduct, internal regulations, and customer SOPs
• Demonstrate company values in daily work
• Accurately update and manage data in the system
• Act as a prospective Team Manager, balancing team leadership and hands-on operational responsibilities to drive both team performance and service excellence
• Work on weekends and public holidays may be scheduled as part of a rotation

Requirements / Profile Sought

• Minimum 2 years of experience in airfreight industry with strong knowledge of import processes in international logistics
• Strong customer orientation and ability to build long-term trust-based relationships
• Results-driven, detail-oriented, and able to prioritize and self-manage under pressure
• Excellent communication and interpersonal skills with both internal and external stakeholders
• Native-level Japanese and English communication skills (TOEIC 600+ preferred)
• Proficiency in Microsoft Outlook, Teams, and Excel, Power Query (preferable)
• Strong numerical skills
• Growth mindset and motivation to develop additional business with assigned accounts
• Proactive, responsible, and able to take ownership of tasks
• Willingness to learn and try new things with a “can-do” attitude
• Continuous improvement mindset, always seeking to challenge the status quo
• Able to work independently and manage responsibilities in a fast-paced environment
• Strong leadership skills with the ability to engage and guide team members toward shared goals
• Flexible and adaptable to change; experience in a fast-paced, international environment is a plus
• Strong organizational skills (prioritization, planning, multitasking, follow-up, and control)
• Strong problem-solving skills
• Willingness to work overtime, shifts, weekends, and after-hours as needed

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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