Maersk

The 4PL Customer Service Manager is responsible for driving the overall performance, development, and strategic direction of the Customer Service team to ensure superior service delivery, customer satisfaction, and alignment with client SLEAs. This role functions as a key escalation point for operational issues, customer complaints, and internal coordination, while also championing customer relationship management, continuous improvement, and cross-functional collaboration.

1. Strategic Leadership & Escalation Management

• Serve as the primary escalation point for Team Leaders and CS Agents on critical operational issues and customer complaints.
• Develop, implement, and refine service delivery strategies aligned with key Customer Service Drivers:
  • Easy to Do Business With
  • Timely Delivery of Documents
  • Proactive Notification
  • Exception Management
  • Efficient Claim Handling

2. Customer Relationship Management

• Own and manage strategic customer relationships, ensuring customer retention and satisfaction through regular engagement (monthly/quarterly reviews).
• Collaborate with Control Tower Manager (CTM) to drive customer-centric initiatives and service improvements.
• Identify and report customer pain points and trends; propose and implement long-term solutions.

3. Performance Management & Reporting

• Monitor and analyze customer service performance metrics across teams; take corrective actions to ensure compliance with SLEAs and service standards.
• Drive continuous improvement initiatives to enhance service delivery, customer experience, and operational efficiency.
• Prepare and present performance reports, dashboards, and customer review materials to leadership and stakeholders.

4. Operational Oversight

• Ensure that SOPs, IOPs, and customer-specific processes are effectively developed, implemented, and followed—especially during customer onboarding and hyper-care phases.
• Oversee the resolution of complex operational issues, ensuring timely and customer-aligned responses.
• Ensure seamless coordination across stakeholders in the end-to-end shipment process.

5. People Development & Resource Planning

• Lead, coach, and mentor Team Leaders and CS staff to ensure strong performance, engagement, and professional growth.
• Develop robust succession planning, competency enhancement, and best-practice sharing across teams.
• Allocate resources effectively to manage workload balance and service continuity.

6. Systems, Tools, & Market Intelligence

• Maintain a working knowledge of relevant logistics systems, customer advisory platforms, and tools.
• Monitor and escalate external factors (e.g., congestion, strikes, border closures) that may impact service; initiate customer advisory notices when necessary.

Qualifications & Experience:

• Bachelor’s degree in Supply Chain, Business Administration, Logistics, or related field.
• 4–6 years of experience in customer service within logistics/supply chain; at least 2-3 years in a managerial role in a 4PL or 3PL environment.
• Proven track record of leading customer-facing teams and managing large accounts.
• Strong analytical, interpersonal, and communication skills.
• Experience working with logistics systems and performance management tools

Key Competencies:

• Strategic Thinking
• Leadership & Team Development
• Customer-Centric Mindset
• Operational Excellence
• Stakeholder Management
• Conflict Resolution
• Data-Driven Decision Making

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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