4PL Customer Service Agent – Booking Management

The 4PL Booking Management Agent is responsible for managing and coordinating end-to-end export booking operations for customer. This role ensures accurate forecasting, optimal booking planning with carriers, and on-time container movements. The agent acts as a key coordinator between the customer, carriers, brokers, and internal teams to deliver smooth, efficient, and compliant logistics operations.

Key accountabilities and responsibilities

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.

Yêu cầu công việc

• Bachelor’s Degree in Logistics, Supply Chain Management, International Business, or related fields.

• Minimum 1–3 years of experience in booking operations, export planning or carrier management or 4PL environments.

• Strong understanding of carrier booking processes, space allocation, vessel schedules, and export logistics flow.

• Proven experience in forecast management, volume planning, and capacity control.

• Strong analytical and problem-solving skills, with the ability to interpret shipment data and forecast trends.

• Excellent communication, coordination, and stakeholder management skills.

• Fluent in English (written & spoken).

• Proficient in MS Office (Excel, Outlook, PowerPoint)

• Highly organized, proactive, and able to work effectively in a fast-paced, dynamic environment.

Quyền lợi

• Thưởng: 13th month salary