Senior Customer Service Agent (4PL)

A.P. Moller - Maersk (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok

Bangkok, Thailand

A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society. ALL THE WAY is our commitment to connect the world so that everyone has both the possibility and the ability to trade, grow and thrive. The company employs roughly 110.000 employees across operations in 130 countries.

About this position

This role is to provide consistent, high quality customer service for 4PL Customer through managing other 3PL Service providers to deliver shipment successfully. The Senior Customer Service Agent is expected to be the first point of contact for the designated customers, external 3PL parties. This includes proactively monitoring and managing end-to-end shipments, ensure quality of documents, deliver assigned KPIs and managing customers’ expectation.

Responsibilities

• Ensure all activities are conducted in compliance with customer SOP.
• Ensure smooth execution of the end-to-end shipments by working closely with the customers and 3PL as well as internal stakeholders.
• Take ownership of the customer issues and solve in an urgent and responsible manner.
• Actively 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 in order to make the shipment depart/arrive regarding the customer expectation.
• Be fully responsible for customer satisfaction.
• Look for improvements in ways of working and drive for service delivery excellence.

Requirements

• At least 02 to 03 years’ experience as Customer Service / Customer Experience or similar