Customer Experience Agent- 4PL

The Customer Experience Agent- 4PL will take full responsibility for customer experience by 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.

At Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service!

Our diverse team of passionate and dedicated colleagues are empowered and supported to grow by their leaders. We all have our customers in mind, in every action of our daily work life, and this is truly the key to reaching our target!

An exciting career opportunity in an international, challenging business setting characterised by high pace and diversity. 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, recognised and well-rewarded.

- Understand the Logistics and Services 4PL accounts’ business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs
- Build and maintain long term relationship with customer, and internal operational and customer service network
- Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the 4PL Customer Experience Manager
- Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.
- Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account
- Ensure all IOPs (Internal Operational Procedure), SOPs (Standard Operational Procedure) and KPIs (Key Performance Index) are in accordance with business changes
- Monitor and deliver KPI performances to meet/exceed customers’ targets
- Perform day to day activities alongside colleagues to ensure high customer satisfaction and directly assist customers in key areas to improve service delivery
- Identify and implement sustainable solutions for possible service failures through root cause analysis
- Actively support implementation of local and global initiatives
- Develop a professional and customer-focused Customer Experience team through role-modelling and best practice sharing
- Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
- Performs other position related duties as specified by management

- Bachelor’s degree
- Demonstrated a deep understanding of and experience in the logistics industry
- 3-5 years of SCM/4PL or similar industry experience
- Strong written and verbal communication skills both in English and local language
- Must possess time management skills to manage high volume in a fast-paced environment
- Intermediate to advance MS EXCEL skills
- Some SAP functional experience is preferred, not mandatory.
- Personality: Self-starter, problem solver, Can-do-attitude, solution oriented, outstanding at process optimization, Results driven, Detail oriented, Team player