4PL Customer Service Agent - Import

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 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.

Key accountabilities and responsibilities

The 4PL Import CX Agent is responsible for:
1-End-to-End Shipment Management
• Manage and monitor the full import shipment lifecycle — from booking
confirmation, cargo pick-up, ocean transport, customs clearance, to
final delivery.
• Ensure all milestones are completed as planned and proactively handle
exceptions such as delays, documentation errors, or schedule changes.
• Update shipment status in the system and keep the customer informed
throughout the process.
2-Coordination & Stakeholder Communication
• Act as the central contact point among shippers, carriers, forwarders,
customs brokers, warehouses, trucking companies, and the customer’s
supply chain team.
• Coordinate with all relevant parties to ensure seamless cargo,
document, and data flow.
• Follow up actively with stakeholders to achieve agreed KPIs and service
timelines.
3-2PL / 3PL Performance Management
• Monitor, evaluate, and manage the performance of transportation and
logistics service providers (2PL/3PL) based on agreed KPIs (on-time
delivery, cost, accuracy and service quality).

• Record and analyze vendor performance data to identify trends,
recurring issues or improvement areas.
• Coordinate with vendors to implement corrective and preventive
actions when service gaps are identified.
• Provide performance feedback and support continuous improvement
initiatives across the logistics network.
4-Customer Service & Issue Resolution
• Handle all customer inquiries, escalations, and service incidents in a
timely and professional manner.
• Investigate root causes and provide corrective and preventive solutions
to avoid recurrence.
• Maintain a Customer-Centric approach in every interaction to deliver
the best service experience.
5-Reporting & Compliance
• Prepare and deliver accurate reports such as KPI performance, on-time
delivery status, issue logs, and service reports.
• Ensure timely and accurate submission and filing of import-related
documents (B/L, Invoice, Packing List, CO, Arrival Notice, etc.).
• Strictly adhere to Customer SOPs and Internal Operating Procedures
(IOPs).
• Proactively identify and communicate any process gaps or deviations to
the team leader and customer for continuous improvement.
6-Collaboration & Customer Development
• Support manager and CTM (Control Tower Manager) in maintaining and
strengthening customer relationships.
• Participate in regular operational review meetings and conference calls
with the customer.
• Provide feedback and suggestions for service improvement based on
operational insights.
• Identify opportunities for cross-sell or up-sell of logistics services when
applicable.

We're looking for:

• 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.