CX Team Lead Counter

Job Description

Customer Experience Team Leader (JL3)

Would you like to be part of a value‑driven, commercially oriented international environment where we enable global trade every day?

We have an exciting opportunity for a Customer Experience Team Leader (JL3) to join our team at Maersk Senegal in Dakar.

WHAT WE OFFER

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values.

To us, teamwork means acceptance, respect, dedication, and the belief that we can achieve more when we all pull together. Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner.

Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work, Uprightness and Our Employees mean transparency and accountability go hand in hand with being an inspiring and challenging place to work.

At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

Key Responsibilities:

Drive Area Customer Experience Strategy and Outcome

• Drive adoption of our digital solutions for customers & CX Teams.

• Execute cost saving plans in line with procurement logic to deliver a consistently deflationary cost profile while maintaining excellent standards of safety and reliability, including efficient planning.

• Design and drive revenue optimizing opportunities.

• Evaluate, justify, support & critique decisions related to the development & implementation of Maersk Integrated Management Systems.

Improve Customer Satisfaction

• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires, monitor customer satisfaction across segments and partner with relevant teams to drive local improvement.

• Act as a role model by representing the voice of the customers throughout the organisation whilst maintaining the company’s vision.

Drive Teams Collaboration and Performance Improvement

• Review and update SOP / IOPs based on frequent issues resolution / exception management (with customer and CPM).

• Ensure good collaboration and customer experience as part of cross‑functional teams.

• Work closely with GSC to lead and accelerate efficiency.

• Identify recurring issues in delivery performance and initiate steps to address the root cause.

Build and Develop a Strong Team

• Support onboarding of new team members and coaching existing team members, to move towards a productive and consultative team.

• Drive transformations and change management initiatives to eliminate undue complexity and shift customers experience culture from transactional customer service to consultative and value‑added focused customer experience.

WHO WE ARE LOOKING FOR

Someone with:

• 3–5 years’ experience in Customer Experience, Customer Service, or Operations within shipping, logistics, freight forwarding, or port‑related environments.

• A Bachelor’s degree, preferably in Business Administration, Supply Chain, Logistics, or a related field.

• Fluency in English (spoken and written).

• Previous experience leading teams or acting in a senior / team‑lead capacity.

• Strong understanding of import operations and customer service processes.

• Excellent stakeholder management and communication skills.

• Ability to work in a fast‑paced, KPI‑driven environment with changing priorities.

• Strong problem‑solving, prioritization, and decision‑making skills.

• Commercial awareness, cost consciousness, and a continuous improvement mindset.

• Comfort working with standardized processes, systems, and digital tools.

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.