CX Team Leader - Lead Logistics (4PL)
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Opportunity
Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.
At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.
With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.
Key Responsibilities
Actively manage a team of people across geographical boundaries, including performance management, capacity management, task delegation, contingency planning etc., to meet the customer’s needs
Involved in MBR, QBR preparation, conduct root cause analysis and craft preventive measures
Problem solver who can resolve the issue within the first level escalation
Drive process efficiency, simplification and process improvement
Prepares Monthly Business Review (MBR) Reports and slides, driving the conversation with customers
Ensuring timely and accurate billing to customer and payment to the vendor
Be fully responsible for customer satisfaction across Maersk product offering (own customers), including SCM performance and KCXI rating driving for responsible accounts.
Cross-sell & upsell Logistics and Services products to customers.
Conduct performance reviews with customer.
Willingness to go the extra mile towards the customers & with focus on providing solutions.
In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.
We are looking for
Required Education/Work Experience
Bachelor’s Degree in Logistics/Supply Chain Management
Minimum 7 years of relevant experience including at least 3 years of leadership experience is preferred
Experience in import/export, sea freight, airfreight, DG/Non-DG shipments is advantageous.
Experience in the Chemical industry is advantageous
Experience in handling Customer Service transactions/processes as well as liaising with origin and destination offices is preferred.
Advanced skills in Excel (i.e., pivot, pivot graph, conditional formatting setting, advanced formula setting like VLOOKUP, IF function ) and PowerPoint (i.e., monthly/quarterly business review preparation)
Required Skills
Good verbal and written English skills for co-ordination with origin & destination offices, warehouse, carriers, internal stakeholders
Good business knowledge/process understanding to provide a value add to the customers through effective business solutions
Ability to work under pressure and fast-moving environment
Strong service mindset with a sense of urgency
Able to multitask effectively
High attention to detail, critical thinker
Team player, skilled in coordinating and able to work in a diverse team
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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