Lead Logistics Customer Experience & Operations Team Lead

Purpose of the Role - Lead the team being responsible for SCM commercial. Ownership of SCM business and enhance customer satisfaction by providing resolution on operational issues.

Experience Required

• Minimum 8 years of overall professional experience in Supply Chain Management (SCM).

• Minimum 2 years of experience in leading and managing teams of approximately 25-30 employees.

• Demonstrated ability to drive team performance, manage stakeholder relationships, and deliver operational objectives in a fast-paced, dynamic environment.

Key Responsibilities:

Coaching and development: Challenges and supports direct reports in developing and implementing Customer service Strategy and adhering to global standards.

Performance:

• Own and maintain the customers shipping and logistic needs E2E. build relationship and enhance business for the organization.

• Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.

• Continuously driver to reduce waste in the processes, by analyzing (speaking with) data and recommending improvements to relevant parties.

• Deliver improvements to key processes to improve productivity and service levels to get on time delivery and pro-active notification to the customer

• To manage team's performance against KPIs and take corrective action where necessary

• To contribute to team's optimal performance

• To contribute to continuous improvement of processes within scope of responsibility

• Drive process efficiency, improve complaint resolution timeliness, optimize by challenging business rules/limitations and improve end-to-end service delivery to customers

• Empower the team to suggest alternate viable solutions and actively resolve customer complaints within stipulated timeframe

• Build strong and collaborative relationships with customers and confidence in SCM product

• Capture and be Voice of Customer frequently and provide feedback to the team to improve SCM performance and customer experience

• Share best practices and knowledge

• Develop, engage and motive team people

Accountability

• On time delivery of all the shipments and system updates by meeting the KPI

• Customer satisfaction incl. CSAT score /KCXI

• Proactive approach to clients and stake holders in case of delays

Required experience & skills

Operational Efficiency & Customer Service Experience

• Rich experience in managing large Operations / Customer service teams with rich knowledge in the logistics sector

• Understanding of commercial framework and documentation related to the process

• Across all the logistics products & processes- Sea, Air and interaction skills with high-level of customer orientation

• Ability to work and thrive in a flexible matrix organization with focus on networking

• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment

• Good communication skills and Strong stake holder management.

• Handle service escalation / requests from internal/external customers

• Assist customers with their issues keeping close communication with our internal teams in order to ensure prompt exception handling.

• Deliver customer experience and manage the cost efficiently.

Drive for Results

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

• Passion for customer service and cost leadership with strategic thinking

• Well-organized when working under pressure

• Proactive and exhibits excellent problem-solving capabilities

People Development

• Ability to attract, develop & retain talent in the organization

Criteria for Success

• Business understanding.

• Result oriented;

• Ability to drive changes;

• Value and ethics compliance;

• Engage with people and enable them to perform

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.

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