4PL Customer Experience Agent

Key accountabilities and responsibilities

• Work out overall demand forecast

• Booking with nominated carriers and verify booking confirmation. Share the booking confirmation to customers and trucking agents

• Pricing spot-buy if required.

• Coordinate with internal customer’s parties, carrier and broker to pick up and deliver container to customer on time.

• Issue commercial invoice from SAP for customs declaration

• In charged of solving issues related to carrier (container pick-up, vessel delay, shortage space,..)

• Track & Trace milestones

• Manage D&D, Routing Guide Compliance

• Work out long-term solutions for continuous improvement of export projects & export processes

• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.

• Query Resolution with shippers/Customers/Key Account Managers/other stakeholders, timely resolution and response to customers.

Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.

• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.

• Responsible for cross sell/up sell, customer retention.

• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.

• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.

• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.

• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.  

• Record and report the performance that help provide suitable recommendations on: Service delivery wins + Service failures.

• Comply to specific customer SOP and monitor respective KPIs.

• Reporting, execute reports or other tasks assigned by Team Leader/Manager.

Requirement

• 1-3 year experienced, Freshmen acceptable, 

• Study and work major in Logistics and Supply Chain Management operations. 

• Good understanding of operational processes, careful.

• Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.

• Problem solving: Creative, proactive & aggressive in pushing the issues through and solutions for short term and long term.

• Stakeholder management skills and relationship building. Passion to drive closures & high-level customer service orientation – Customer Centricity.

• Result orientation.

• Well-organized when working under pressure.

• Team player – Works together with others in the business unit to achieve results, fosters teamwork.

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

• Positive and proactive attitude.

• Good command of both oral and written English.

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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