4PL Customer Experience Agent

About the role

Maersk, a global leader in integrated logistics, is looking for a 4PL Customer Experience Agent. You will own and manage the customer experience and the end-to-end shipment process in line with company procedures and customer agreements. As the primary point of contact for key customers, you will work closely with them and with internal and external stakeholders to resolve issues quickly and keep the focus on customer service, process efficiency and business growth.

Key responsibilities

• Provide timely, professional and solution-oriented support to deliver a best-in-class customer experience.
• Manage and coordinate end-to-end shipment execution, keeping operations excellent and customers satisfied.
• Respond to customer enquiries promptly and accurately, with clear and proactive communication throughout the shipment lifecycle.
• Take ownership of customer issues, driving swift resolution and effective exception management.
• Build and maintain strong customer relationships by understanding their business needs and service expectations.
• Inform customers proactively about shipment updates, delays or changes, ensuring transparency and trust.
• Review and maintain SOPs and IOPs to ensure process compliance and continuous improvement.
• Identify opportunities to improve service delivery, operational efficiency and customer experience.
• Maintain high standards of data quality and accuracy, and achieve agreed service and operational KPIs.
• Identify and support upselling opportunities to drive additional customer value and business growth.

Required profile

• Minimum 1-2 years of experience in export logistics, including shipping documentation, customs compliance and end-to-end shipment management.
• Strong written and spoken English.
• Results-oriented, able to meet deadlines and deliver quality outcomes.
• Proactive, positive and persistent in resolving issues and driving improvements.
• Well-organized, responsible and detail-oriented, able to manage multiple priorities.
• Able to work effectively under pressure while maintaining accuracy and service quality.
• Team player with good stakeholder management and collaboration skills.