4PL Customer Service Agent

Job Description

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.

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):
- Customer channel management
- Case Management
- Customer onboarding and relationship management
- Contract and dispute management
- and more.

The 4PL CX Agent is responsible for:

1. Booking Management & Coordination

• Receive and process export booking requests for cross-border trucking shipments.
• Continuously monitor shipment movements and milestones via systems and vendor updates.
• Ensure real-time visibility and data accuracy across all shipments.
• Proactively identify risks (delays, congestion, documentation issues) and take preventive actions.
• Escalate issues in a timely manner with clear impact assessment and recovery plans.
• Ensure KPIs such as on-time pickup/delivery, transit time, and exception rates are met
• Support and coordinate customer projects and special operations.

2. Truck vendor & broker Management (2PL / 3PL Performance)

• Monitor and evaluate the performance of truck vendors, 3PL partners (SLA, lead time, reliability)
• 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
• Ensure vendors comply with SOPs, timelines, and service expectations.

3. 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.

4. 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), cross-border regulations…
• 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 logistics or supply chain, preferably in trucking or cross-border operations.
• Strong understanding of export booking processes, cross-border transportation, and customs procedures.
• Strong ability to track shipments in real time with high accuracy and attention to detail.
• Confident in handling daily communication, especially issue reporting and escalation.
• Strong coordination and stakeholder management across multiple service providers.
• Problem Solving: Fast, logical, and solution-oriented under pressure.
• Able to perform effectively in a fast-paced and high-pressure environment.
• Anticipates risks early and takes initiative to prevent disruptions.
• Strong adherence to SOPs, compliance standards, and data accuracy.
• Fluent in English (written & spoken).

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.