Customer Service Agent – Lead Logistics Provider (LLP)

Maersk; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

Maersk is seeking a Customer Service Agent to provide consistent, high-quality service for 4PL customers by coordinating with 3PLs and internal teams to ensure end-to-end shipments meet timelines and quality standards.

You will monitor shipments, manage documentation, track KPIs, and own customer issues to deliver excellent service while building strong partnerships with customers and external partners.

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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A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.