Senior 4PL Customer Service Agent

Job Description

Owns and manages the end-to-end customer experience within the assigned
scope in 4PL, in compliance with relevant company procedures. Typically
handles a large number of customers or larger, more complex customers,
including special needs such as booking, customs, documentation, filing,
legal, dangerous or special cargo and/or lack of e-channel use. Manages
accounts with large business impact, defined by volume and/or revenue
contribution to the Area scorecard.

High-level Position Purpose

The role of Senior 4PL Customer Service Agent is to take full responsibility for customer experience by executing, managing and monitoring the end-to-end shipment process on behalf of customer supply chain operation department in compliance with all company procedures and regulatory requirement. The first point of contact for stakeholders for daily operations activities.

Key Responsibilities

• Primary point of contact
• Execute, manage and monitor the end-to-end shipment process on behalf of customer supply chain operation department.
• Maintain effective communication with clients, carriers, suppliers, and internal stakeholders to ensure smooth logistics operations and timely resolution of issues.
• Orchestrator the overall flow of an end-to-end shipment.
• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.
• Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins + Service failures, providing insights and recommendations for enhancing operational efficiency.
• Responsible for cross sell/up sell, customer retention.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation
• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.
• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.
• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.
• Work with the KCMs/ Commercial team to establish and strengthen customer relationships
• Comply to specific customer SOP and monitor respective KPIs.
• Execute reports or other tasks assigned by Team Leader/Manager

Requirements

• Min 3 years’ experience in customer service or logistics, preferably in a 4PL or third-party logistics (3PL), preferable in Project cargo handling/execution
• Strong knowledge of logistics and supply chain including but not limited to Customer service, Transportation, Customs clearance and Warehousing
• Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with clients and stakeholders
• Passion to drive closures & high-level customer service orientation –Customer Centricity.
• Result orientation.
• Detail-oriented and highly organized, capable of managing multiple tasks and priorities simultaneously
• Team player –Works together with others in the business unit to achieve results, fosters teamwork.
• Problem-solving skills and the ability to handle challenging situations with diplomacy and professionalism
• Positive and proactive attitude.
• Good command of both oral and written English

Technical Skills and Competencies:

• Excellent MS Office proficiency (Excel, Word, and Outlook).
• Self-motivated and independent work style.
• Ability to work successfully across organizational lines.
• Good verbal, written, and presentation skills.
• Ability to communicate efficiently and provide precise details.
• Organizational and time management skills (multi-tasking and prioritizing).
• Customer-focused and solutions-oriented.

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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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.