Customer Service Agent – 4PL

APM Terminals; Manila; On-site; PHP 350,000 - 520,000; Full time

Job summary

Maersk in Manila is seeking a Customer Service Agent – 4PL to be the operational focal point for import and export flows, coordinating with carriers, brokers, warehouses, and transport providers to ensure end-to-end shipment visibility, proactive issue management, and adherence to service levels.

You will monitor milestones, manage risks, generate actionable reports, and support governance and continuous improvement initiatives with customers and internal teams for optimal satisfaction and

Qualifications

• Minimum 2 years in logistics, freight forwarding, or supply chain operations.
• Experience supporting multinational customers is preferred.
• Exposure to import/export operations and coordination with brokers.

Responsibilities

• Manage assigned shipments from origin through final delivery.
• Monitor milestones and proactively identify operational risks.
• Coordinate with carriers, brokers, warehouses, and providers to ensure smooth execution.
• Support issue resolution and escalation management for disruptions and delays.
• Generate operational reports and provide actionable insights from data trends.

Skills

Logistics operations

Customer service

Stakeholder management

Data reporting

Education

Bachelor's degree in Logistics or related field

Tools

CRM software

ERP systems

MS Excel

Job description

The Customer Service Agent – 4PL serves as the operational focal point for assigned import and export flows, acting as the client's representative in coordinating and governing 3PL operations. The role is responsible for ensuring end-to-end shipment visibility, proactive exception management, operational KPI compliance, and adherence to agreed service levels across internal and external stakeholders. The position works closely with customers, carriers, customs brokers, warehouses, transport providers, planners, and cross-functional Maersk teams to ensure seamless execution of supply chain operations while driving continuous improvement and customer experience excellence. This aligns with the core purpose of managing import/export activities and coordinating with 3PLs while ensuring operational standards and KPIs are met.

Import & Export Operations Management

• Manage assigned shipments from origin through final delivery.
• Monitor import and export milestones to ensure timely execution.
• Review shipment status and proactively identify operational risks.
• Coordinate with carriers, brokers, warehouses, transport providers, and other service providers to ensure smooth execution.
• Support issue resolution and escalation management for service disruptions, customs delays, documentation discrepancies, capacity constraints, and delivery exceptions.
• Drive containment and recovery plans to minimize business impact.

Documentation & Compliance

• Review and validate shipping documentation.
• Ensure timely receipt and completeness of pre-alert and export documentation.
• Coordinate customs clearance activities with designated customs brokers.
• Maintain accurate operational records and audit documentation.
• Support compliance with local customs regulations and customer requirements.

Visibility & Reporting

• Maintain shipment visibility and update operational systems and trackers.
• Ensure daily issue logs, exception trackers, and performance scorecards are maintained accurately and timely.
• Monitor operational KPIs and customer SLA requirement.
• Generate operational reports and provide actionable insights based on data trends.
• Support customer business reviews and governance meetings through data analysis and reporting.

Stakeholder Management

• Serve as a primary operational contact for assigned customers and stakeholders.
• Build strong working relationships with internal and external partners.
• Facilitate coordination among planning teams, logistics providers, customs brokers, warehouses, and transportation partners.
• Provide timely communication on shipment status, risks, and recovery actions.

Performance & Continuous Improvement

• Support management of 3PL operational performance against agreed service levels.
• Identify process gaps and improvement opportunities.
• Participate in automation, reporting enhancement, and process optimization initiatives.
• Support root cause analysis and corrective action planning for recurring operational issues.
• Contribute to operational excellence and customer experience improvement programs.

Governance & Control Tower Activities

• Ensure compliance with work instructions, SOPs, and operational governance requirements.
• Escalate service failures, operational risks, and KPI misses in a timely manner.
• Drive accountability across involved stakeholders to ensure issue closure.
• Support business continuity activities and contingency execution during disruptions.

Required Qualifications

• Minimum 2 years of experience in logistics, freight forwarding, supply chain operations, customer service, or transportation management.
• Experience in customer service role is preferred.
• Exposure to import and export operations is preferred.
• Experience working with customs brokers, warehouses, transport providers, or freight forwarders is an advantage.
• Experience supporting multinational customers is preferred.

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 [e-mail].

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. For more information click here. All the way.