Lead Logistics - Planning Process Expert

About the role

As a Planning Agent at Maersk VNGSC, you will deliver exceptional service to customers throughout their journey with Maersk SCM. You act as a key liaison among shippers, carriers, internal teams and customers, ensuring smooth communication, timely resolution of cases and compliance with operational standards while driving service quality. The role suits someone with a passion for logistics, strong decision-making and communication skills, and a commitment to continuous improvement.

Key responsibilities

• Ocean booking management: own the end-to-end booking process for FCL and LCL shipments, monitor POs and shippers' bookings, secure vessel space, manage cut-off dates and handle booking confirmations with carriers and shippers.
• Customer relationship management: act as the primary, high-touch contact for assigned accounts, giving proactive updates and expert advice to shippers and consignees.
• Shipper/carrier performance management: monitor timeliness of cargo ready and SI/VGM submissions, schedule adherence and documentation accuracy, and drive corrective actions.
• Process compliance and standardization: oversee downstream processes such as system updates, carrier bills, shipper documents and invoices, and look for automation during account migrations.
• Internal coordination and quality control: coordinate with overseas agents, customs brokerage and downstream teams to prevent bottlenecks and resolve escalations.
• Problem resolution: investigate service deviations, container rollovers and transit delays and provide structured resolution plans.
• Strategic reporting and KPI management: run monthly performance reports on volumes, transit times and exceptions, and track team and individual KPIs such as booking acceptance rate and on-time documentation.
• Rate card management: verify and audit internal and external rate cards, perform basic revenue analysis per shipment/account and report on low-margin shipments.
• System implementation: lead the migration of client accounts from the old system (MODS) to the new platform (SCP), including configuration, dry-run testing, feedback and deployment.

Required profile

• Bachelor's degree in Logistics, Supply Chain, Business Administration or a related field.
• 6 months to 3 years of experience in customer service, logistics or administrative support (internships accepted).
• Strong written and spoken English; additional languages are a plus.
• Detail-oriented, proactive and able to work under supervision with limited scope.
• Ability to escalate issues and collaborate across teams.

Required skills

• Proficiency in Microsoft Office Suite (Excel, Outlook, PowerPoint)
• Familiarity with case management systems or CRM tools is an advantage