4PL Customer Service Agent (Project Logistics)

In Maersk, we're not afraid to drive change or reinvent ourselves. It is part of our values and we pride ourselves on our innovation history, but the steady improvement of our capabilities is vital to remain true pioneers in global trade.
We Offer
We offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award-winning talent development initiatives.
We strive to deliver the right environment for the right people while fostering a culture of fairness, mutual respect, responsibility, and care for our business and our customers. We value the diversity of our talent and will always strive to recruit the best person for the job.
We have a competitive compensation and benefits package for full-time employees. Our talent policies are recognized world-wide as one of the best in the industry and we continue to look for new ways to invest in our people through ongoing personal and professional development initiatives.
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