As a 4PL Customer Service Manager at Maersk in Bangkok, Thailand, you will lead and develop the Customer Experience team, ensure service delivery meets SLAs, and drive process improvements. This full-time role involves managing complex customer accounts, handling escalations, and collaborating with commercial teams to support integrated supply chain operations.
Requirements
Relevant experience in customer experience, customer service, logistics, supply chain management, or control-tower operations.
Previous experience leading a customer-facing or operational team.
Strong knowledge of 4PL, lead logistics, 3PL, freight forwarding, or integrated supply chain operations.
Strong written and spoken English.
Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field is preferred.
Skills & Responsibilities
Team leadership: Lead and develop the Customer Experience team, ensuring strong performance, engagement, and accountability.
SLA management: Ensure service delivery meets agreed SLAs, operational procedures, and customer commitments.
Escalation handling: Act as the key escalation point for customer complaints, operational exceptions, and service failures.
Process improvement: Drive process improvement, standardization, automation, and data-quality initiatives.
Performance monitoring: Monitor operational KPIs, identify performance gaps, and drive corrective and preventive actions.
Potential transition routes: People from customer service manager or supply chain supervisor roles may bring strong stakeholder management and operational skills, alongside meeting logistics industry experience requirements.
Job description
A. 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
B. 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.
C. KEY RESPONSIBILITIES:
Lead and develop the Customer Experience team, ensuring strong performance, engagement, and accountability.
Ensure service delivery meets agreed SLAs, operational procedures, and customer commitments.
Act as the key escalation point for customer complaints, operational exceptions, and service failures.
Build trusted customer relationships and develop a strong understanding of their business and supply chain needs.
Monitor operational KPIs, identify performance gaps, and drive corrective and preventive actions.
Coordinate internal teams and external logistics partners to support smooth end-to-end supply chain execution.
Lead or support new customer implementations, operational transitions, and post-go-live stabilization.
Drive process improvement, standardization, automation, and data-quality initiatives.
Support customer-retention and growth opportunities in partnership with Key Account Management and Commercial teams.
Oversee the timely follow-up of customer claims, billing issues, and outstanding operational actions.
D. WHO WE ARE LOOKING FOR
Relevant experience in customer experience, customer service, logistics, supply chain management, or control
Previous experience leading a customer-facing or operational team.
Strong knowledge of 4PL, lead logistics, 3PL, freight forwarding, or integrated supply chain operations.
Experience managing complex customer accounts, operational escalations, and service-performance reviews.
Good understanding of end-to-end logistics processes, SLAs, KPIs, and continuous improvement.
Strong customer relationship, stakeholder-management, and influencing skills.
Analytical and solutions-oriented, with the ability to turn performance data into practical actions.
Comfortable working across functions, countries, and cultures in a fast-moving environment.
Strong written and spoken English.
Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field is preferred.
E. WHAT SUCCESS LOOK LIKE
Consistent achievement of customer SLAs and operational KPIs.
Strong customer satisfaction and retention.
Timely resolution of operational exceptions and complaints.
Reduced recurring service failures and claims.
Successful customer implementations and operational improvements.
A capable, engaged, and customer-focused team.
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.
