Customer Service Agent – 4PL

The Customer Service Agent – 4PL serves as the operational focal point for assigned import and export flows, acting as the client's representative in coordinating and governing 3PL operations. The role is responsible for ensuring end-to-end shipment visibility, proactive exception management, operational KPI compliance, and adherence to agreed service levels across internal and external stakeholders.

The position works closely with customers, carriers, customs brokers, warehouses, transport providers, planners, and cross-functional Maersk teams to ensure seamless execution of supply chain operations while driving continuous improvement and customer experience excellence. This aligns with the core purpose of managing import/export activities and coordinating with 3PLs while ensuring operational standards and KPIs are met.

Job Description

Import & Export Operations Management

• Manage assigned shipments from origin through final delivery.
• Monitor import and export milestones to ensure timely execution.
• Review shipment status and proactively identify operational risks.
• Coordinate with carriers, brokers, warehouses, transport providers, and other service providers to ensure smooth execution.
• Support issue resolution and escalation management for service disruptions, customs delays, documentation discrepancies, capacity constraints, and delivery exceptions.
• Drive containment and recovery plans to minimize business impact.

Documentation & Compliance

• Review and validate shipping documentation.
• Ensure timely receipt and completeness of pre-alert and export documentation.
• Coordinate customs clearance activities with designated customs brokers.
• Maintain accurate operational records and audit documentation.
• Support compliance with local customs regulations and customer requirements.

Visibility & Reporting

• Maintain shipment visibility and update operational systems and trackers.
• Ensure daily issue logs, exception trackers, and performance scorecards are maintained accurately and timely.
• Monitor operational KPIs and customer SLA requirement.
• Generate operational reports and provide actionable insights based on data trends.
• Support customer business reviews and governance meetings through data analysis and reporting.

Stakeholder Management

• Serve as a primary operational contact for assigned customers and stakeholders.
• Build strong working relationships with internal and external partners.
• Facilitate coordination among planning teams, logistics providers, customs brokers, warehouses, and transportation partners.
• Provide timely communication on shipment status, risks, and recovery actions.

Performance & Continuous Improvement

• Support management of 3PL operational performance against agreed service levels.
• Identify process gaps and improvement opportunities.
• Participate in automation, reporting enhancement, and process optimization initiatives.
• Support root cause analysis and corrective action planning for recurring operational issues.
• Contribute to operational excellence and customer experience improvement programs.

Governance & Control Tower Activities

• Ensure compliance with work instructions, SOPs, and operational governance requirements.
• Escalate service failures, operational risks, and KPI misses in a timely manner.
• Drive accountability across involved stakeholders to ensure issue closure.
• Support business continuity activities and contingency execution during disruptions.

Required Qualifications

• Minimum 2 years of experience in logistics, freight forwarding, supply chain operations, customer service, or transportation management.
• Experience in customer service role is preferred.
• Exposure to import and export operations is preferred.
• Experience working with customs brokers, warehouses, transport providers, or freight forwarders is an advantage.
• Experience supporting multinational customers is preferred.

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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