Maersk

The Opportunity

We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain. We count on our people to make it happen. We’re taking a big step on this journey: building one global organization. Carrying out a vital mission: support our employees, so they can best support our customers.

The Customer Experience Team Leader has responsibility for all customer service activities within assigned scope. Drives the team's performance including the customer experience delivery.

Key responsibilities

• Build a highly-engaged and motivated team - manage boundaries and ensure effective and dedicated workforce.
• Develops a professional and customer-focused team through role modelling, leadership and coaching
• Lead the team to drive continuous improvement, define and monitor team performance against KPIs and targets and ensure corrective actions are taken as needed.
• Actively support implementation of local and global initiatives.
• Develop the team’s competencies through challenging and stretching assignments.
• Develop a professional and customer-focused Customer Service team through role-modelling and leadership.
• Provide regular coaching to direct reports enabling the development of the leadership pipeline and the personal growth of team members.
• Drive and support functional transformation efforts.
• Drive commercial actions and awareness within own team and with colleagues across functions and countries.
• Define and drive actions to improve E2E process performance.
• Take ownership in resolving cross-team and cross-functional issues and escalations.
• Has ideas and experiences on how to further improve team, departmental performance and customer experience
• Drives commercial intelligence within own team
• Attends regular or ad-hoc joint sales calls with sales teams to provide better service to customers
• Drives continuous improvement of process performance and team efficiency
• Provides support to global and local initiatives and projects
• Actively contributes to the local management team-share views
• Has at least three to five years of experience to fulfill the role*
• Has responsibility for handling Customer Service processes of Critical and Top revenue generating Client/Process teams and delivers as per the agreed Client SLA's and department Objectives. Has responsibility for all customer service activities within assigned scope. Drives the team's performance including the customer experience delivery.

We are looking for:

• Experience: At least three to five years of experience within logistics industry.
• Excellent leadership skills, focus on collaboration, inspiring and fostering cooperation and teamwork across organization and keep a good relationship with the external stakeholders.
• Experience working with Transport Management Systems, VGM, EDI transmission.
• Advanced English and Spanish Skills.

A.P. Moller-Maersk is an integrated container logistics company working to connect and simplify our customers’ supply chains. As the global leader in shipping services, we operate in 130 countries and employ roughly 70,000 people. With a simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, we enable our customers to trade and grow by transporting goods anywhere- all over the world. Find out more about us: https://www.maersk.com

Notice to Applicants

Maersk is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value diversity and prohibit the discrimination of any applicant on the basis of race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

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