4PL Customer Service Agent

• Receive and process export booking requests for cross-border trucking shipments.
• Continuously monitor shipment movements and milestones via systems and vendor updates.
• Ensure real-time visibility and data accuracy across all shipments.
• Proactively identify risks (delays, congestion, documentation issues) and take preventive actions.
• Escalate issues in a timely manner with clear impact assessment and recovery plans.
• Ensure KPIs such as on-time pickup/delivery, transit time, and exception rates are met
• Support and coordinate customer projects and special operations.

• Monitor and evaluate the performance of truck vendors, 3PL partners (SLA, lead time, reliability)
• Track and analyze key vendor KPIs such as on-time delivery, space utilization, vessel schedule adherence, and routing guide compliance.
• Manage and resolve issues related to carriers (e.g., container pick-up delays, vessel roll-over, space shortages, documentation errors).
• Collaborate with carriers and vendors to develop long-term solutions and improve operational reliability
• Ensure vendors comply with SOPs, timelines, and service expectations.

• Serve as the primary operational contact for customers regarding booking status, space updates, and exception handling.
• Maintain proactive communication with customers, carriers, and stakeholders to ensure smooth coordination.
• Handle inquiries and service issues promptly, focusing on root cause analysis and preventive actions.
• Participate in regular conference calls or review meetings with customers to discuss performance and improvements.
• Maintain a Customer-Centric approach at all times, ensuring service excellence and process accuracy.

• Prepare and deliver operational and performance reports (booking status, KPI tracking, service issues, improvement actions, …).
• Ensure all booking and shipment activities comply with customer SOPs and Internal Operating Procedures (IOPs), cross-border regulations…
• Identify and report any process deviations or improvement opportunities to management and the customer.
• Support cross-sell/up-sell initiatives and contribute to long-term customer retention.
• Perform other reports or tasks assigned by the Team Leader / Manager.

• Bachelor’s Degree in Logistics, Supply Chain Management, International Business, or related fields.
• Minimum 1–3 years of experience in logistics or supply chain, preferably in trucking or cross-border operations.
• Strong understanding of export booking processes, cross-border transportation, and customs procedures.
• Strong ability to track shipments in real time with high accuracy and attention to detail.
• Confident in handling daily communication, especially issue reporting and escalation.
• Strong coordination and stakeholder management across multiple service providers.
• Problem Solving: Fast, logical, and solution-oriented under pressure.
• Able to perform effectively in a fast-paced and high-pressure environment.
• Anticipates risks early and takes initiative to prevent disruptions.
• Strong adherence to SOPs, compliance standards, and data accuracy.
• Fluent in English (written & spoken).

Maersk