4PL Customer Service Manager

Job Description

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 being 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

SUMMARY

Lead the Customer Service Import function within a 4PL environment, with full accountability for service delivery, import compliance, and customer experience. This role combines deep import expertise, customer-facing ownership, and team leadership, while driving not only operational performance but also continuous value creation for customers.

The 4PL CX Manager is responsible for:

1-Service & Customer Ownership

• Own end-to-end import service delivery for assigned customer portfolio.

• Coordinate across multiple stakeholders (brokers, suppliers, internal teams, COEs) to ensure seamless execution.

• Act as the primary point of contact for customers, managing expectations and ensuring a high-quality service experience.

• Lead periodic business reviews (MBR/QBR), manage escalations, and build long-term customer relationships.

• Develop a strong understanding of the business of customers to ensure customer retention.

2-Import Expertise & Compliance

• Ensure all import activities comply with applicable regulations, customs requirements, and international trade rules.

• Apply strong knowledge of import laws and practices to guide the team and resolve complex issues.

• Work closely with brokers and relevant stakeholders on customs clearance, documentation, and regulatory matters.

• Maintain transparency and alignment across all parties.

• Own the outcome without directly executing physical operations.

3-KPI Management & Performance Ownership

• Define, monitor, and manage KPIs including:

• Customer service KPIs (SLA, OTIF, lead time, issue resolution)

• Internal team performance metrics

• Ensure consistent achievement of agreed service levels.

• Analyze performance gaps and drive corrective actions.

4- Value Creation & Continuous Improvement

• Proactively identify opportunities to create additional value for customers beyond basic service delivery, including:

• Lead time optimization

• Improved visibility

• Cost and risk reduction

• Drive continuous improvement initiatives based on data insights and customer needs.

• Act as a trusted advisor to customers to enhance their supply chain performance.

• Build strong customer relationships to support retention and account growth.

• Identify cross-sell and up-sell opportunities in collaboration with CTM/ Commercial/PM teams.

5-People management

• Lead, coach, and develop the CS Import team.

• Allocate resources effectively and ensure balanced workload.

• Set clear objectives, monitor team KPIs, and build a strong talent pipeline.

• Deliver coaching and best practice sharing within team, closely follow up with employee’s competencies enhancement.

• Lead employee engagement activities within team.

Required experience & skills

• 2+ Years of experience in leadership role

• 3-5+ Years of operational knowledge and customer service in Logistics and Supply Chain, preferably 4PL products or 2PL/3PL management position with a focus on import operations.

• Strong knowledge of import processes, customs regulations, and international trade compliance.

• Proven experience in KPI management and performance-driven environments.

• Strong customer-facing and stakeholder management skills.

• Analytical mindset with a focus on continuous improvement and value creation.

• Experience in a 4PL or multi-stakeholder environment is an advantage.

• Fluent in 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.
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