4PL Customer Service Manager

About the role

The 4PL Customer Service Manager leads the Customer Experience function within Maersk, overseeing customer channel management, case handling, onboarding, contract and dispute resolution. The role combines people leadership with operational accountability to drive service excellence.

Key responsibilities

• Manage customer channels, case management and onboarding processes.
• Oversee contract administration and dispute management.
• Lead a team of direct and indirect reports, handling hiring, coaching, performance appraisal and pay reviews.
• Develop and implement policies, business plans and operational strategies.
• Set direction for business areas, ensuring short‑ and long‑term planning aligns with organisational goals.

Required profile

• Proven experience in customer service or related functions, preferably within logistics or transport.
• Demonstrated people‑management skills, including hiring, coaching, performance management and career development.
• Ability to work independently within defined boundaries while seeking supervision for complex tasks.
• Strong analytical and solution‑evaluation capabilities using known alternatives.