Senior 4PL Customer Service Agent

Job Description

Who we are

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 us sail towards a brighter, more sustainable future with Maersk.

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.

Key Responsibilities

• Support 4PL CS Manager in leading and managing the CS teams to focus on the key Customer Service Drivers:

+ Easy to Do Business with
+ Timely Delivery of Documents;
+ Pro-Active Notification;
+ Exception Management;
+ Efficient claim handling
+ Ensure service delivery alignment with agreed client SLA’s.

• Ensure that the CS teams adhere to service standards for:

+ Coordinating relevant stakeholders to perform end-to-end shipment process.
+ Resolving issues/query from relevant stakeholders.
+ Responding to customer enquiries.

• Monitor data integrity of systems.

• Responsible for cross sell/up sell, customer retention.

• Follow up on Outstanding payments.

• Implementation of new customers into the CS and COE; ensure proper SOPs/IOPs are established and managed through any related hyper-care.

• Responsible for cross sell/up sell, customer retention.

We Are Looking For

Build Strong Customer Relationships:

• Carry out Monthly/quarterly formal reviews with the critical customers.

• Develop a strong understanding of the business of Critical customers to ensure customer retention.

• Provide regular updates to commercial team on cross-sell/ upsell

• opportunities.

Stakeholder Management:

• Act as a prime point of contact with customers, working closely with Key Account Managers and other CS/COE offices to deliver seamless customer experience

• Ensure effective communication to Regional/Area

• Management and Commercial team on market / customer updates / issues & service requests.

• Collaboration with internal stakeholders, not restricted to

• Procurement/Customer Service/Operations/Products teams to identify areas of cost savings/ process optimization/improvements.

People Development:

• Allocate resources within team for an effective workload balance and to optimize resources.

• Set clear objectives and guide sub-team to achieve targets and

• performance standards.

• Develop a robust succession plan and ensure people growth within team.

• Deliver coaching and best practice sharing within team, closely follow up with employee’s competencies enhancement.

• Lead employee engagement activities within team.

Information Systems:

• Customer Advisory System – maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and to escalate to 4PL CS Manager for the issue of customer advisory notices.

• Reporting and Performance Management Overview for Teams under his or her management, and to Benchmark / Drive Performance vs Agreed Performance Standards.

• The company systems operation.

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.