Lead Logistics - Customer Experience Agent

Job Purpose

As a Planning Agent at Maersk VNGSC, you will be responsible for delivering exceptional service to customers throughout their journey with Maersk SCM. You will act as a key liaison among shippers, carriers, internal teams and customers, ensuring smooth communication, timely resolution of cases, and compliance with operational standards as well driving service quality alongside related stakeholders. The candidate is expected to have a passion for logistics, strong decision-making skills, excellent communication skills, and a commitment to pursue continuous improvement.

Key Responsibilities

• Ocean booking management: Own the end-to-end booking process for FCL and LCL shipments. Monitor POs and shippers’ bookings. Secure vessel space, manage cut-off dates, and handle booking confirmations directly with ocean carriers and shippers.

• Customer relationship management: Act as the primary, high-touch contact for assigned accounts, providing proactive communication, shipment status updates, and expert advice to shippers and consignees.

• Shipper/carrier performance management: Actively monitor the operational performance of shippers (timeliness of cargo ready and SI/VGM submission) and ocean carriers (schedule adherence, documentation accuracy). Identify performance gaps and collaborate with related stakeholders to implement corrective actions.

• Process compliance and standardization: Oversee the accurate and timely performance of downstream processes, including system update, carrier bills and shipper documents, and invoices to ensure strict compliance with customers’ SOP and international regulations. During account migration from other teams, find opportunities for automation and process standardization to reduce workload and enhance efficiency.

• Internal coordination & Quality control: Take ownership of the service quality delivered. Coordinate seamlessly with overseas agents, customs brokerage, and downstream teams to prevent bottlenecks and resolve operational escalations swiftly.

• Problem resolution: Investigate and take ownership of service deviations, container rollovers, and transit delays, providing clients with immediate and structured resolution plans.

• Strategic reporting & KPI management: Manage monthly performance reports for clients and internal stakeholders, analyzing shipping volumes, transit times, and service exceptions. Monitor and report on team and individual KPIs (e.g., booking acceptance rate, on-time documentation), providing data-driven insights for service improvement.

• Rate card management: Verify and audit all internal and external rate cards, ensuring rates and surcharges are accurately reflected and applied prior to quoting and invoicing. Perform basic revenue analysis per shipment/account. Identify and report on discrepancies, low-margin shipments, and opportunities for cost optimization.

• System implementation: Lead the migration of client accounts from the old system (MODS) to the new platform (SCP), including initial configuration, dry-run testing, feedback for enhancements and final deployment to ensure data integrity and seamless transition.

Qualifications & Requirements

• Bachelor’s degree in Logistics, Supply Chain, Business Administration, or related field.

• 6 months – 3 years of experience in customer service, logistics, or administrative support (internships accepted).

• Strong communication skills in English (written and verbal); additional languages are a plus.

• Proficient in Microsoft Office Suite (Excel, Outlook, PowerPoint).

• Detail-oriented, proactive, and able to work under supervision with limited scope.

• Ability to escalate issues appropriately and collaborate across teams.

• Familiarity with case management systems or CRM tools is an advantage.

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.
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