Charm Group 2.0 ★

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.

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
  
  

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 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.