Customer Service Agent - SCM

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We are looking for a highly organized and customer-focused Customer Experience Specialist to support import air shipments for apparel retail key account. This role is responsible for managing daily logistics operations, ensuring data accuracy, coordinating with internal and external stakeholders, and driving operational excellence across international transportation activities.

Key Responsibilities

Handle import Air shipments to Japan for key client under SCM product
Design and build operational workflows for new projects, streamline processes, and coordinate with relevant departments to establish a stable and efficient operation
Serve as the primary and escalation point of contact for customer service, ensuring high-quality and timely service in cooperation with customers, colleagues, and overseas counterparts
Execute daily operations, manage KPIs, and prepare customer reports
Arrange trucking, customs clearance, carrier booking, transport document issuance, billing, and communication for ocean/air exports, imports, and cross-trades
Manage vendors, maximize gross profit, create and enforce SOPs, handle troubleshooting, and manage ad-hoc assignments
Coordinate with customers, warehouses, carriers, customs, and other stakeholders to ensure on-time delivery
Build and maintain strong relationships with both internal and external stakeholders
Maintain and develop business relationships with assigned accounts
Respond to customer inquiries promptly and effectively
Work closely with internal operations teams to meet customer requirements
Ensure compliance with the company’s Code of Conduct, internal regulations, and customer SOPs
Demonstrate company values in daily work
Accurately update and manage data in the system
Act as a prospective Team Manager, balancing team leadership and hands-on operational responsibilities to drive both team performance and service excellence
Work on weekends and public holidays may be scheduled as part of a rotation

Requirements / Profile Sought
Minimum 2 years of experience in airfreight industry with strong knowledge of import processes in international logistics
Strong customer orientation and ability to build long-term trust-based relationships
Results-driven, detail-oriented, and able to prioritize and self-manage under pressure
Excellent communication and interpersonal skills with both internal and external stakeholders
Native-level Japanese and English communication skills (TOEIC 600+ preferred)
Proficiency in Microsoft Outlook, Teams, and Excel, Power Query (preferable)
Strong numerical skills
Growth mindset and motivation to develop additional business with assigned accounts
Proactive, responsible, and able to take ownership of tasks
Willingness to learn and try new things with a “can-do” attitude
Continuous improvement mindset, always seeking to challenge the status quo
Able to work independently and manage responsibilities in a fast-paced environment
Strong leadership skills with the ability to engage and guide team members toward shared goals
Flexible and adaptable to change; experience in a fast-paced, international environment is a plus
Strong organizational skills (prioritization, planning, multitasking, follow-up, and control)
Strong problem-solving skills
Willingness to work overtime, shifts, weekends, and after-hours as needed

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 are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com .

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