← MAERSK
4PL Customer Service Agent – Booking Management
MAERSK · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Staff
Industry
Customer Service
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh
Overview
- 1-Booking Management & Coordination
- Manage end-to-end export booking activities with nominated carriers in line with customer forecasts and shipment plans.
- Receive and verify booking confirmations; share confirmed details promptly with customers and trucking vendors.
- Handle spot-buy or spot-rate requests when needed to secure space or support urgent shipments.
- Coordinate with carriers, brokers, and internal teams to ensure containers are picked up, gated in, and loaded according to schedule.
- Track and update shipment milestones, ensuring visibility and transparency for customers.
- 2-Forecasting & Booking Planning
- Consolidate customer demand forecasts and translate them into accurate weekly/monthly booking plans.
- Ensure booking capacity aligns with customer forecast and carrier allocation agreements.
- Anticipate peak volume periods, vessel capacity shortages, and other operational risks — proactively work with carriers and internal teams to secure sufficient space.
- Analyze historical shipment data to support forecast accuracy and continuous improvement in planning.
- Coordinate with customers to validate forecast changes or additional booking requests.
- Support optimization of container utilization, routing, and carrier allocation to improve efficiency and cost-effectiveness.
- 3-Carrier & broker Management (2PL / 3PL Performance)
- Monitor and evaluate the performance of 2PL/3PL partners (carriers, trucking, and warehouse service providers).
- Track and analyze key vendor KPIs such as on-time delivery, space utilization, vessel schedule adherence, and routing guide compliance.
- Manage and resolve issues related to carriers (e.g., container pick-up delays, vessel roll-over, space shortages, documentation errors).
- Collaborate with carriers and vendors to develop long-term solutions and improve operational reliability.
- 4-Customer Service & Communication
- Serve as the primary operational contact for customers regarding booking status, space updates, and exception handling.
- Maintain proactive communication with customers, carriers, and stakeholders to ensure smooth coordination.
- Handle inquiries and service issues promptly, focusing on root cause analysis and preventive actions.
- Participate in regular conference calls or review meetings with customers to discuss performance and improvements.
- Maintain a Customer-Centric approach at all times, ensuring service excellence and process accuracy.
- 5-Reporting & Process Compliance
- Prepare and deliver operational and performance reports (booking status, KPI tracking, service issues, improvement actions).
- Ensure all booking and shipment activities comply with customer SOPs and Internal Operating Procedures (IOPs).
- Identify and report any process deviations or improvement opportunities to management and the customer.
- Support cross-sell/up-sell initiatives and contribute to long-term customer retention.
- Perform other reports or tasks assigned by the Team Leader / Manager.
Summary of facts from the official posting. View original ↗
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