Customer Experience Lead Logistics Team Leader

We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain. We count on our people to make it happen. We’re taking a big step on this journey: building one global organization. Carrying out a vital mission: support our employees, so they can best support our customers.

The role is responsible for leading a team of agents managing a portfolio of customers who are primarily responsible for optimizing delivery of non-physical products and physical outsourced products, supporting customers proactively and driving issue resolution when needed in a specific geography. Create strong customer relationship and team engagement.

Key responsibilities:

• Ensure the delivery of a superior customer experience to our Maersk customers.

• Coach, develop, and build a high-performing team.

• Lead by example, inspire, and energize your team.

• Proactively identify and mitigate issues, ensuring that issues raised are resolved quickly.

• Drive root cause analysis and action plans to address root causes.

• Outline operational processes and their constant review and improvement.

• Collaborate closely with other teams.

• Actively build strong customer relationships.

• Ensure Lean Management principles are followed.

• Build a robust succession plan.

• Ensure internal and external KPIs meet targets.

• Ensure the conversion of committed volume.

• Present plans to improve productivity and efficiency.

• Drive the correct workload balance across the team.

• Actively participate in new account implementations.

We are looking for:

• Experience in customer service operations focus on supply chain, 4PL, SCM.

• End-to-end process knowledge.

• Leadership skills.

• 5 years of experience in the logistics industry (logistics operators)

• Collaboration and influence.

• Problem-solving.

• Effective communication skills.

• Results-oriented, self-directed.

• High sense of urgency.

• Able to create professional KPI presentations.

• Interpersonal understanding.

• Spoken and written English: Able to hold a business conversation.

A.P. Moller-Maersk is an integrated container logistics company working to connect and simplify our customers’ supply chains. As the global leader in shipping services, we operate in 130 countries and employ roughly 70,000 people. With a simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, we enable our customers to trade and grow by transporting goods anywhere- all over the world. Find out more about us: https://www.maersk.com

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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.

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