Customer Service Agent 4PL

The role will act as main person in charge of specific 4PL import operations activities and act as the client representative in managing 3PL import operations and other internal and external stakeholders. The role will coordinate and liaise with the Client Lane analyst, 3PL and Control Tower team coordinator to ensure all client operational standards are followed and KPI’s for 4PL and 3PL are met and continuously improved.

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's sail towards a brighter, more sustainable future with Maersk.

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 to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

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.

Key accountabilities and responsibilities

• Import clearance: monitor the timeline of import clearance, ensure trackers are sent on time from brokers, and ensure no detention and demurrage incurred
• Documentation: receive pre-alert, ensure the pre-alert documents are as required, follow up with and monitor broker for accurate and timely clearance.
• Filing and documentation for audit
• Provide guidance/escalate for guidance on exceptional cases.
• DMS/ Visibility: ensure the Daily issue list and scorecard is updated accurately and timely
• Internal Ops SLA: ensure all work instruction/ job aids are updated
• Ensure the overall process is being adhered strictly by related parties (warehouse, planner, 3PL), any exceptions need to be escalated on time
• Able to understand the Client’s business and facilitate exception in the most compliant way.

Required experience & skills

• Preferred with Industry experience
• Highly structured and analytical individual
• Ability to prioritize based on importance and urgency
• Strong communicator and team player
• Systemic Thinker with the ability to see areas not directly involving the team but the team can influence the results
• Continuous improvement mindset
• Strong stakeholder management skills
• Basic knowledge in SAP
• Intermediate to advanced MS Excel skills
• University/ College degree

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.