Job Description

Role Purpose

The Customer Support 4PL role is responsible for managing day-to-day customer interactions and coordinating logistics activities across multiple stakeholders and service providers. The role requires solid customer management, operational coordination, and problem-solving skills to ensure smooth execution of end-to-end logistics operations.

Key Responsibilities

- Act as a key point of contact for customers for day-to-day logistics and operational requirements.
- Coordinate end-to-end 4PL logistics operations across carriers, transporters, warehouses, and other logistics service providers.
- Monitor shipments and proactively manage delays, exceptions, escalations, and service-related issues.
- Ensure timely and accurate communication to customers regarding shipment status and operational challenges.
- Coordinate the handling and movement of Dangerous Goods (DG) in line with applicable operational and safety requirements.
- Work closely with internal teams and external partners to drive timely resolution of customer issues.
- Track service performance and support adherence to agreed customer KPIs and SLAs.
- Drive process improvements that enhance operational efficiency and overall customer experience.
- Influence and coordinate cross-functional teams and stakeholders to achieve operational objectives, even without direct reporting authority.
- Maintain accurate operational records, reports, and customer-related documentation.





Experience Required

- Relevant experience in 4PL / Lead Logistics Provider (LLP) / Control Tower operations is strongly preferred.
- Alternatively, candidates with strong customer-facing logistics experience combined with hands-on Dangerous Goods (DG) handling experience can be considered.
- Experience coordinating multiple logistics service providers and internal stakeholders.
- Strong customer communication and stakeholder management skills.
- Good understanding of transportation, shipment execution, exception management, and logistics operations.
- Strong problem-solving and escalation management capabilities.
- Ability to work in a fast-paced environment and manage multiple operational priorities.
- Experience leading, influencing, or coordinating teams without direct authority would be a strong advantage.

Preferred Skills

- 4PL / LLP / Control Tower operations
- Customer & stakeholder management
- Dangerous Goods (DG) handling
- Shipment and transportation management
- Exception and escalation management
- Carrier / vendor coordination
- KPI and SLA management
- Cross-functional collaboration
- Leadership without authority

Education & Experience

- Bachelor’s degree in Supply Chain, Logistics, Business Administration, or a related discipline preferred.
- Relevant experience in logistics, supply chain, customer service, 4PL, LLP, or control tower operations.

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