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 strong 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.
