4PL Customer Service Agent

Job Description

The role of 4PL CS Agent is to take full responsibility for customer
experience by managing and monitoring the end-to-end shipment
process on behalf of customer supply chain operation department in
compliance with all company procedures and regulatory requirement.
The first point of contact for stakeholders for daily operations activities.

The 4PL CS Agent is responsible for:
• Prepare shipping instruction base on customer’s loading result.
• Work with customer to check B/L from carriers, do needed
amendment & share to brokers for next steps
• Handle new lanes set up for new product shipping
• Coordinate with customer on extra document requirement
management
• Coordinate with destination / broker to solve documentation
issues
• Reporting.
• Query Resolution with shippers/Customers/Key Account
Managers/other stakeholders, timely resolution and response to
customers.
• Prepare and submit all documents in a timely and accurate
manner and keep the internal/external stakeholders informed of
the status.
• Adhere to process and Standard Operating Procedures (SOPs)
and Internal Operating Procedures (IOPs) during daily operation.
• Identify deviations in process as compared to IOPs and share the
same proactively with the customer & reporting head.

• Respond to all enquiries in a timely and accurate manner &
escalate difficulty as defined in SOPs / IOPs.
• Maintain effective and proactive communication – by regularly
participating in conference calls with the clients to enable
seamless process flow.
• Record and report the performance that help provide suitable
recommendations on: Service delivery wins + Service failures.
• Comply to specific customer SOP and monitor respective KPIs.
• Execute reports or other tasks assigned by Team
Leader/Manager.
• Perform document audit as Customer requirement

Required experience & skills

• 1-3 year experienced, Freshmen acceptable,
• Study and work major in Logistics and Supply Chain Management
operations.
• Good understanding of operational processes, careful.
• Excellent communication skills and the ability to communicate
confidently for coordination with stakeholders.
• Problem solving: Creative, proactive & aggressive in pushing the
issues through and solutions for short term and long term.
• Stakeholder management skills and relationship building.
• Passion to drive closures & high-level customer service
orientation – Customer Centricity.
• Result orientation.
• Well-organized when working under pressure.
• Team player – Works together with others in the business unit to
achieve results, fosters teamwork.
• Conveys a sense of urgency and drives issues to closure, persists
despite obstacles and opposition.
• Positive and proactive attitude.

• Good command of both oral and written English.

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.