Customer Service Agent - SCM (Import Air Shipments to Japan)

About the role

Maersk is looking for a highly organized, customer-focused Customer Experience Specialist to support import air shipments for an apparel retail key account. The role manages daily logistics operations, ensures data accuracy, coordinates with internal and external stakeholders and drives operational excellence across international transportation activities. It is based in Tokyo.

Key responsibilities

• Handle import air shipments to Japan for a key client under the SCM product.
• Design and build operational workflows for new projects, streamline processes and coordinate with departments to set up stable, efficient operations.
• Serve as the primary and escalation point of contact for customer service, working with customers, colleagues and overseas counterparts.
• Execute daily operations, manage KPIs and prepare customer reports.
• Arrange trucking, customs clearance, carrier booking, transport documents, billing and communication for ocean/air exports, imports and cross-trades.
• Manage vendors, maximize gross profit, create and enforce SOPs, troubleshoot and handle ad-hoc assignments.
• Coordinate with customers, warehouses, carriers and customs to ensure on-time delivery, and maintain strong relationships with internal and external stakeholders.
• Develop business relationships with assigned accounts, respond to customer inquiries promptly and update data accurately in the system.
• Act as a prospective Team Manager, balancing team leadership with hands-on operations, and work weekends and public holidays as part of a rotation.

Required profile

• Minimum 2 years of experience in the airfreight industry, with strong knowledge of import processes in international logistics.
• Strong customer orientation and ability to build long-term trust-based relationships.
• Native-level Japanese and English (TOEIC 600+ preferred).
• Willingness to work overtime, shifts, weekends and after-hours as needed.

Required skills

• Microsoft Outlook, Teams and Excel; Power Query preferable.
• Strong numerical skills and organizational skills (prioritization, planning, multitasking, follow-up).
• Problem-solving, leadership and independent work in a fast-paced environment.