Customer Service Agent – Lead Logistics Provider (LLP) - MYPJA01 - Petaling Jaya - Level 13A, Imazium, No. 8, Jalan SS 21/37, Damansara Uptown, 47400 Petaling Jaya, Selangor | A.P. Moller - Maersk Job

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.

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