Customer Service Lead

We Offer

Joining Maersk, you will become part of the global family of the company that moves 20% of global trade every day all the way, where one of our core values is Our Employees. It goes without saying that we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Purpose of the Role

• Deliver a superior Customer experience to our Air customers and proactive in identifying issue and mitigating them, ensure issues raised are resolved quickly.

• Closely collaborate with other teams within and across Station/DOC. Act as the first point of contact for customers and actively build strong relationships with customers

Key Responsibilities

• Customer Relationship: Be the primary point of contact for customers and act as an advocate for the customer internally; Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires

• Customer Experience: Own customer experience and achieve best-in-class Customer Service

• Process execution: Ensure smooth execution of the end-to-end shipment by working closely with customer and internal stakeholders

• Standard Adherence: Adhering to process in line with the agreed execution Standards and customer specific IOP’s and monitor respective KPI’s; Adhere to Standard is the Standard

• Business growth: Identify and execute upselling opportunities; Driving value through the network

What We Are Looking For

• Education

• Bachelor’s degree or equivalent in business or related field/ Supply Chain and logistics experience will be preferred.

• Experience

• Minimum 7 years of experience in air freight forwarding;

• Language

• The position requires good written and verbal communication skills and the ability to communicate effectively in a diverse multicultural environment.

• Fluency in English and local language.

• Computer

• Proficient in Microsoft Office applications and other technical software

• The ability to effectively use technology (laptop phone, etc.) to communicate and maintain productivity while travelling is required.

• Others

• Customer Centricity

• Composure

• Perseverant & Action Oriented

• Collaboration and Influencing

• Problem solving

• Communication effectiveness

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 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.