Guatemala Customer Service Supervisor

As SCM Team Leader, you are responsible for the operational management of the assigned customer(s) and act as the supervisor for the provider of this. You take responsibility for organizing the efficient and correct execution of customer service and related tasks, as well as for the continuous exploration and evaluation of operational improvement opportunities.

You are a passionate leader who enjoys developing teams through role modelling, leadership and coaching. You drive commercial intelligence within own team and attend regular or ad-hoc joint sales calls with sales teams to provide better service to customers.

You support global and local initiatives and projects and actively contribute to the local management team´s initiatives to strengthen the overall customer experience and departmental performance.

Key responsibilities:

• Ensuring team adheres to the standard process and customer specific IOP/SOP and monitors respective KPIs.

• Ensure client’s SLA (Service Level Agreement) is followed and properly executed as well as build, maintain and develop effective and efficient operational set-ups and procedures.

• Report any deviation to the agreed process or on-going issues that can affect the operation.

• Follow and maintain the control of the invoicing process both accuracy and timeliness.

• Continuously strive to keep system timely and properly updated, improve data quality, service levels and productivity.

• Generate operational reports requested by client (reports related exclusively to the operation).

• Supervise that client’s internal users are duly informed about shipment status throughout the process and make sure that all necessary procedures/tasks are carried out timely and correctly, securing a reliable and timely shipment process and delivery of the agreed services.

• Support the team in any escalation or inconvenience that may arise in the operation.

• Help resolve all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions

• Set clear objectives and guide team to achieve targets and performance standards

• Be an active element on ensuring we have a profitable business and cost control

• Lead the team to achieve best-in-class Customer Service

• Coaching and lead team members

• Drive transformations and change management projects

We are looking for:

• At least 4 years experience in operations or customer services management in International Transportation, Logistics or Freight Forwarding.

• Previous leadership experience within Customer Experience or Customer Service in Shipping and Logistics is required.

• Bachelor's degree in International Trade, Administration, Economy, Engineering or related areas

• English proficiency: reads, speaks, writes fluently, especially in a business context

#LI-KV1

#LI-Onsite

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.