CX Team Leader

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.

Position Purpose

The Team Leader is responsible for leading day-to-day operational delivery within the Customer Experience / 4PL Operations team. This role acts as the first-level operational escalation point, process SME, and team coach to ensure service quality, customer satisfaction, operational readiness, and continuous improvement.

The role is expected to support complex customer cases, guide team members in daily execution, monitor workload and service risks, and drive process standardization and knowledge development across the team.

This role is not only an experienced individual contributor, but also a team-level operational leader who helps ensure stable service delivery, strong customer experience, and continuous team capability development.

Key Responsibilities

1. Daily Operations Leadership

• Lead and coordinate daily operational activities to ensure smooth execution of agreed service scope.

• Monitor team workload, task allocation, case progress, and operational risks.

• Act as the first escalation point for complex operational issues, urgent customer requests, and service disruptions.

• Ensure timely follow-up, resolution, and closure of open cases and exceptions.

• Support team members in prioritizing tasks under high workload or time-sensitive situations.

• Ensure daily execution is aligned with SOP, IOP, QRG, customer requirements, and internal governance.

2. Customer Experience and Escalation Management

• Support the team in managing customer inquiries, escalations, and complex service issues.

• Ensure proactive, clear, and timely communication with customers and stakeholders.

• Help the team manage customer expectations through status updates, risk notifications, and action plans.

• Identify recurring customer pain points and drive corrective actions.

• Maintain a customer-centric mindset in daily operations and decision-making.

• Support customer meetings, operational reviews, or business updates when required.

3. Process and Knowledge Ownership

• Serve as the team SME for assigned business flows, systems, processes, and customer requirements.

• Lead onboarding and knowledge transfer activities for new team members.

• Maintain and update SOPs, IOPs, QRGs, work instructions, and training materials.

• Ensure process knowledge is properly documented, shared, and retained across the team.

• Validate team members’ process understanding through case review, Q&A sessions, and hands-on coaching.

• Support operational readiness for new business scope, system changes, or process transitions.

4. Issue Resolution and Continuous Improvement

• Lead root cause analysis for recurring issues or service failures.

• Drive corrective and preventive actions to avoid repeated errors.

• Identify process gaps, system inefficiencies, and improvement opportunities.

• Use operational data, case trends, and KPI results to support improvement actions.

• Support automation, reporting, and digital improvement initiatives where applicable.

• Promote a continuous improvement mindset within the team.

5. Stakeholder Coordination

• Collaborate effectively with internal teams, external partners, and global stakeholders to ensure smooth service delivery.

• Coordinate across multiple parties to resolve operational blockers and service issues.

• Ensure clear ownership, action tracking, and timely closure for cross-functional issues.

• Provide regular operational updates, risk highlights, and improvement recommendations to management.

• Support smooth transition and handover between different teams, regions, or business scopes.

6. Team Coaching and Capability Building

• Provide daily guidance, coaching, and support to team members.

• Help junior team members improve process knowledge, customer communication, and problem-solving skills.

• Support team learning through case sharing, best practice sharing, and structured training.

• Promote teamwork, accountability, and service ownership.

• Act as a role model in communication, ownership, customer focus, and professional behavior.

Key Requirements

Experience

• Solid experience in logistics, supply chain, customer experience, 3PL, 4PL, or operations management.

• Experience in end-to-end logistics process coordination is preferred.

• Experience in customer-facing operations, escalation handling, or complex issue resolution is preferred.

• Prior experience as SME, senior specialist, team focal, trainer, or small team lead is an advantage.

• Experience with reverse logistics, service logistics, repair logistics, or high-tech customer operations is a plus.

Skills and Competencies

• Strong ownership and accountability.

• Strong customer service mindset and ability to manage customer expectations.

• Good understanding of end-to-end operational processes.

• Strong problem-solving and root cause analysis capability.

• Good stakeholder management and coordination skills.

• Ability to prioritize and make decisions under pressure.

• Good coaching, knowledge-sharing, and team support capability.

• Strong learning agility and adaptability.

• Good command of written and spoken English.

• Data analysis, reporting, or process improvement experience is a plus.

Success Measures

• Stable daily operation and service delivery.

• Timely closure of customer cases and escalations.

• Improved team capability and process knowledge.

• Reduced repeated errors and service failures.

• Effective onboarding and knowledge transfer for new team members.

• Positive customer and stakeholder feedback.

• Contribution to process improvement and operational readiness.

Role Positioning

The Team Leader is a senior operational SME and first-level escalation owner. The role is expected to lead daily service delivery, support team capability building, manage operational risks, and drive continuous improvement while continuing to support complex customer operations.

One-Sentence Summary

The Team Leader is an operational SME and first-level escalation owner who leads daily service delivery, supports team capability building, and drives continuous improvement to ensure high-quality customer 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.
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