Customer Service Agent – Lead Logistics Provider (LLP)

Maersk; Kampung Malaysia Tambahan; On-site; MYR 40,000 - 60,000; Full time

Job summary

Maersk is seeking a Customer Service Agent to provide consistent, high-quality service for 4PL customers by coordinating with 3PL providers and internal teams to ensure on-time shipment delivery and accurate documentation.

You will monitor shipments end-to-end, manage customer expectations, and drive service delivery excellence, aiming for high customer satisfaction and adherence to SOPs.

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.

Job description

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.

• 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.

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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