4PL Customer Service Agent

APM Terminals

We Are Looking For
• At least 1-2 years’ experience in Supply Chain / Logistics background.
• Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.
• Stakeholder management skills and relationship building.
• Passion to drive closures & high-level customer service orientation – Customer Centricity.
• Result orientation.
• Well-organised when working under pressure.
• Team player – Works together with others in the business unit to achieve results, fosters teamwork.
• Good understanding of operational processes.
• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

The role of the 4PL Customer Experience Agent is to take full responsibility for customer experience by managing and monitoring the end-to-end shipment process on behalf of the customer supply chain operation department in compliance with all company procedures and regulatory requirements. The first point of contact for stakeholders for daily operations activities.

·       Manage and monitor the end-to-end shipment process on behalf of the customer supply chain operation department.

·       Coordinate with various stakeholders in the shipment process handling.

·       Orchestrates the overall flow of an end-to-end shipment.

·       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 the occurrence of errors and taking 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 helps provide suitable recommendations on: Service delivery wins and Service failures.

·       Work with the KCMs/ Commercial team to establish and strengthen customer relationships.

·       Comply with specific customer SOP and monitor respective KPIs.

·       Execute reports or other tasks assigned by the Team Leader/Manager.

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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

 

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