4PL Customer Service Agent

Job Description

The 4PL Import CX Agent acts as the key coordinator between the customer and all stakeholders involved in the import supply chain.
This role is responsible for managing, monitoring, and executing the end-to-end import shipment process on behalf of the customer, ensuring smooth operations, on-time delivery, and adherence to agreed service standards.

Who We Are

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What We Offer

Maersk is the global leader in the industry, You’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and encourages employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities

End-to-End Shipment Management

• Oversee the full import shipment lifecycle from booking confirmation, cargo pick-up, ocean transport, customs clearance, to final delivery.

• Ensure all milestones are met, proactively handle exceptions such as delays or documentation errors, and keep customers informed throughout the process.

Coordination & Stakeholder Communication

• Act as the central point of contact among shippers, carriers, forwarders, customs brokers, warehouses, trucking companies, and the customer’s supply chain team.

• Coordinate activities to ensure seamless cargo, document, and data flow, and follow up to meet agreed KPIs and service timelines.

2PL/3PL Performance Management

• Monitor, evaluate, and manage the performance of transportation and logistics providers against KPIs including on-time delivery, cost, accuracy, and service quality.

• Record and analyze vendor performance, identify trends or recurring issues, and implement corrective and preventive actions for continuous improvement.

Customer Service & Issue Resolution

• Handle customer inquiries, escalations, and service incidents promptly and professionally.

• Investigate root causes, provide corrective solutions, and maintain a customer-centric approach to deliver the best service experience.

Reporting & Compliance

• Prepare and deliver accurate reports on KPIs, on-time delivery, issue logs, and service performance.

• Ensure timely submission of import-related documents (B/L, Invoice, Packing List, CO, Arrival Notice) and compliance with Customer SOPs and Internal Operating Procedures (IOPs). Identify and communicate process gaps for continuous improvement.

Collaboration & Customer Development

• Support managers and Control Tower Managers in maintaining and strengthening customer relationships.

• Participate in operational review meetings and calls, provide suggestions for service improvement, and identify opportunities for cross-selling or up-selling logistics services.

Requirements

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

• At least 1–3 years of experience in logistics operations or customer service, preferably within 4PL or FMCG import operations.

• Solid understanding of Incoterms, import/export documentation, customs procedures and multimodal transport.

• Strong analytical and problem-solving skills with attention to detail.

• Excellent communication and coordination skills in English (spoken & written).

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

• Customer-focused, proactive, ownership and able to manage multiple stakeholders effectively.

• Well-organized when working under pressure.

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

• Positive and proactive attitude.

• Team player – Works together with others in the business unit to achieve results, fosters teamwork.

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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.