Join Maersk in Chennai, India as a Team Leader - Customer Support for a full-timeFreight Brokerage role. You will lead and coach a team of specialists to drive operational excellence, manage KPIs, and handle complex escalations in a fast-paced logistics environment requiring night shifts and weekend work.
Requirements
Experience: 8 to 12 years of experience in freight, transportation, logistics, or related operations, including proven experience in a Team Leader, Supervisor, or People Manager role.
Shift Flexibility: Willingness to work night shifts and weekends as required by business operations.
Skills: Strong problem-solving, decision-making, escalation-management, stakeholder-management, and MS Excel proficiency.
Education: No specific degree requirements are stated.
Skills & Responsibilities
People Leadership: Lead, coach, and develop Freight Brokerage Specialists to build a culture of accountability and high performance.
KPI Management: Drive operational KPIs such as productivity, service levels, on-time performance, and quality.
Escalation Management: Serve as the primary escalation point for complex customer and operational issues to ensure timely resolution.
Potential transition routes: People from Operations Supervisor or Logistics Coordinator roles may bring strong dispatch and stakeholder management skills, alongside meeting the required 8 to 12 years of experience in transportation operations.
Job description
Role Overview
We are looking for an experienced and results-driven Team Leader to lead Freight Brokerage operations and a team responsible for shipment coordination, carrier management, customer communication, load tracking, and exception resolution.
The candidate should have strong experience in transportation, logistics, supply chain, customer service, or related operations, along with proven people-management, stakeholder-management, and operational leadership skills.
The role involves driving team performance, ensuring service quality, managing escalations, developing team capability, and identifying opportunities for continuous improvement and operational efficiency.
Key Responsibilities
Team & People Leadership
Lead, coach, and develop a team of Freight Brokerage Specialists to achieve business and service objectives.
Drive team performance through structured coaching, performance management, and targeted development plans.
Identify capability gaps and implement training initiatives to strengthen operational expertise.
Build a culture of accountability, ownership, collaboration, and customer focus.
Support onboarding and capability development of new team members.
Freight Brokerage Operations
Oversee end-to-end load execution from pickup through delivery, ensuring service commitments are consistently met.
Drive effective coordination across customers, carriers, drivers, and internal stakeholders to ensure seamless shipment execution.
Monitor load execution, shipment status, appointments, and potential service disruptions, ensuring proactive intervention.
Oversee carrier coordination, load coverage, scheduling, and execution to maximize operational efficiency.
Ensure compliance with SOPs, customer requirements, contractual obligations, and escalation protocols.
Performance & Business Management
Own and drive key operational KPIs, including productivity, service levels, on-time performance, response time, quality, and load execution.
Analyse performance trends, identify root causes, and implement corrective actions to close performance gaps.
Provide regular performance insights and business updates to management.
Drive continuous improvement initiatives focused on efficiency, service quality, cost effectiveness, and customer experience.
Partner with cross-functional teams to identify and eliminate recurring operational issues.
Serve as the primary escalation point for complex customer and operational issues, driving timely resolution.
Build and maintain effective relationships with key internal and external stakeholders.
Ensure customer expectations are translated into clear operational priorities and consistently delivered by the team.
Manage critical service issues with a strong focus on customer experience, communication, and resolution.
We Are Looking For
Proven experience in a Team Leader, Supervisor, or People Manager role.
Willingness to work night shifts and weekends as required by business operations.
Demonstrated experience managing teams against operational KPIs and service-level targets.
Strong problem-solving, decision-making, and escalation-management skills.
Strong stakeholder management and communication skills.
Proven ability to analyse performance data, identify root causes, and drive corrective actions.
Strong ownership mindset with the ability to manage priorities in a fast-paced operational environment.
Strong analytical and reporting capabilities with good proficiency in MS Excel.
Ability to coach, motivate, and develop team members.
Strong attention to detail with a focus on data accuracy and operational quality.
Preferred Skills & Experience
Team Management / People Leadership within any of the below functions:
Freight / Transportation Operations
Trucking / Carrier Operations
Dispatch / Load Coordination
Transportation Planning & Execution
Shipment Tracking / Track & Trace
3PL / 4PL Operations
Logistics Operations
Rotational Shift - Night Shift
8 to 12 years of experience
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.
