Join Maersk as a Customer Service Agent – Lead Logistics Provider (LLP) in Petaling Jaya, Malaysia. This full-time role focuses on providing high-quality customer service, managing 3PL service providers, and overseeing end-to-end shipment operations.
Requirements
No specific degree or minimum years of experience are explicitly stated in the posting.
Required to ensure all activities comply with customer SOPs.
Strong capability in customer service, shipment coordination, and stakeholder communication.
Skills & Responsibilities
Customer Service: Act as the primary point of contact to resolve issues urgently and responsibly, ensuring high customer satisfaction.
Shipment Coordination: Coordinate with customers, 3PL providers, and internal stakeholders to ensure smooth end-to-end shipment execution.
Process Improvement: Leverage detailed customer knowledge to improve day-to-day interactions and drive service delivery excellence.
Relationship Building: Build strong client relationships to understand their business, service needs, drivers, and desires.
Potential transition routes: People from logistics coordination, freight forwarding, or general customer support roles may bring relevant administrative and client-facing skills, alongside meeting strong communication and problem-solving requirements.
Job description
This role is to provide consistent, high-quality customer service for 4PL Customers by managing other 3PL Service providers to deliver shipments successfully. The Customer Service Agent is expected to be the first point of contact for the designated customers and external 3PL parties. This includes proactively monitoring and managing end-to-end shipments, ensuring the quality of documents, delivering assigned KPIs and managing customers’ expectations.
Ensure all activities are conducted in compliance with customer SOP.
Work closely with customers, 3PL, and internal stakeholders to ensure smooth execution of the end-to-end shipments.
Take ownership of the customer issues and solve them urgently and responsibly.
Build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
Manage/improve day-to-day process interaction with customers by leveraging detailed customer knowledge.
Coordinating shipment operations with stakeholders in time to make the shipment depart/arrive according to the customer's expectation.
Be fully responsible for customer satisfaction.
Look for improvements in ways of working and drive for service delivery excellence.
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.
