Customer Service Agent

The customer service will be responsible for planning & executing operational activities related to LNS Operations to deliver optimal operations performance in accordance with the agreed Customer SLAs & KPIs.
The incumbent will be responsible for executing all the LNS activities end-to-end, related with Trucking, Customs House Brokerage and other coordination subject to service scope. On a daily basis, this role will be required to ensure consistent, seamless end-to-end delivery of operations and provide resolution of customer queries and escalations.

Key responsibilities

• Handle Customer service tasks on a daily basis.

• Take full end-to-end responsibility for the account and execute all activities in accordance with customer agreements and company procedures

• Coordinate and manage internal and external stakeholders to ensure timely and professional service delivery to customers.

• Maintain a customer-centric approach by proactively identifying potential issues, implementing preventive measures to eliminate repetition of errors, and driving effective problem resolution.

• Build strong customer relationships and gain an understanding of customers’ businesses, service needs, priorities, and expectations.

• Understand business criticality and prioritize tasks effectively to ensure customer satisfaction.

• Perform all activities in a manner that contributes to achieving individual and team Key Performance Indicators (KPIs).

• Monitor and support improvements in end-customer KPIs to enhance customer satisfaction.

• Prepare accurate and timely reports as requested.

• Performance reviews with customer.

• Complete job costing, revenue and costs for the activities coordinated under control of Operation team.

Activities may include, but are not limited to:

Booking Management:

• Manage carrier booking based on allocation and customer production plan.

• Plan shipments in accordance with customer agreements.

• Perform and ensure the accuracy of SI, VGM and DG net submission as well as the BL and other related documents.

• Ensure to provide the documents to customer/destination in a timely manner.

Customs Brokerage:

• Collaborate with cross-functional to prepare the CHB document such as Export/Import declaration, FTA form, license, etc.

• Provide customs-related consultation and support to customers.

Trucking Management:

• Manage the truck booking based on customer product availability.

• Collaborate with cross-functional or external vendors to manage truck availability.

Other activities:

• Prepare and ensure accurate and timely reporting.

• Collaborate with cross-functional teams to process customer billing and ensure costs and revenue are accurately and timely recorded in the system.

• Cross-sell & upsell Logistics and Services products to customers.

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We are looking for / To be successful in this role, you should have:

• Positive Attitude with customer centric mindset and sense of urgency.

• Good command of spoken and written in Thai and English.

• Minimum 2–3 years’ experience in Customer Service / Customer Experience, or similar role(s) within the logistics industry, with experience in carrier coordination, booking services, and customs knowledge.

• Highly result oriented & attention to detail, ready to take challenges/collaborate with cross functional teams and able to work under pressure and meet tight deadlines.

• Ability to converse with people of all levels and is well organized, efficient, and effective.

• Familiar with MS Office products including MS Word, Excel, and PowerPoint.

• Good communication & interpersonal skills and should be able to build good working relationships.

• Ability to adapt to change, remain open to different ideas, and support positive change.

• Understand work in an agile manner, High analytical / problem-solving skills.

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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