4PL Customer Service Agent – Booking management

Job Description

Who we are

Maersk is a global leader in integrated logistics and have been industry pioneers 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 organisation 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 us sail towards a brighter, more sustainable future with Maersk.

What we offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized, and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Summary

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.

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 improvementopportunities to management and the customer.• Support cross-sell/up-sell initiatives and contribute to long-termcustomer retention.• Perform other reports or tasks assigned by the Team Leader / Manager.

We're looking for:

• 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.
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.