Lead Logistics Provider (LLP) CX Agent (1 year contract)

This role is to provide consistent, high-quality customer service for 4PL Customers by managing other 3PL Service providers to deliver shipments

Opportunity

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.

We Offer

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.

Key Responsibilities

• 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.

We are looking for

• Bachelor’s degree in Logistics, Business Administrative or related fields.

• 1-2 years of experience in handle export/import shipments in the field of Customers service or Operations/Supply Chain/Logistics industry.

• Effective interpersonal skills with the ability to coordinate among various parties and deliver the results.

• Good analytical and problem-solving skills, ability to look beyond the obvious and identify creative solutions.

• Good Process understanding.

• MS office skills.

• Result oriented.

• Good communication in English language.

• Basic customs clearance knowledge will be an advantage.

• Be able to work under pressure, handle multiple tasks in a very dynamic environment, and do tasks over time (if there is any urgent shipment/issue resolution).

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.
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