Customer Experience Partner - 4PL

Role Purpose

The Customer Support – 4PL role is responsible for managing day-to-day customer interactions and coordinating logistics activities across multiple stakeholders and service providers. The role requires strong customer management, operational coordination, and problem-solving skills to ensure smooth execution of end-to-end logistics operations.

Key Responsibilities

• Act as a key point of contact for customers for day-to-day logistics and operational requirements.
• Coordinate end-to-end 4PL logistics operations across carriers, transporters, warehouses, and other logistics service providers.
• Monitor shipments and proactively manage delays, exceptions, escalations, and service-related issues.
• Ensure timely and accurate communication to customers regarding shipment status and operational challenges.
• Coordinate the handling and movement of Dangerous Goods (DG) in line with applicable operational and safety requirements.
• Work closely with internal teams and external partners to drive timely resolution of customer issues.
• Track service performance and support adherence to agreed customer KPIs and SLAs.
• Drive process improvements that enhance operational efficiency and overall customer experience.
• Influence and coordinate cross-functional teams and stakeholders to achieve operational objectives, even without direct reporting authority.
• Maintain accurate operational records, reports, and customer-related documentation.

Experience Required

• Relevant experience in 4PL / Lead Logistics Provider (LLP) / Control Tower operations is strongly preferred.
• Alternatively, candidates with strong customer-facing logistics experience combined with hands-on Dangerous Goods (DG) handling experience can be considered.
• Experience coordinating multiple logistics service providers and internal stakeholders.
• Strong customer communication and stakeholder management skills.
• Good understanding of transportation, shipment execution, exception management, and logistics operations.
• Strong problem-solving and escalation management capabilities.
• Ability to work in a fast-paced environment and manage multiple operational priorities.
• Experience leading, influencing, or coordinating teams without direct authority would be a strong advantage.

Preferred Skills

• 4PL / LLP / Control Tower operations
• Customer & stakeholder management
• Dangerous Goods (DG) handling
• Shipment and transportation management
• Exception and escalation management
• Carrier / vendor coordination
• KPI and SLA management
• Cross-functional collaboration
• Leadership without authority

Education & Experience

• Bachelor’s degree in Supply Chain, Logistics, Business Administration, or a related discipline preferred.
• Relevant experience in logistics, supply chain, customer service, 4PL, LLP, or control tower operations.
  

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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