Maersk recrute 01 CX Team Lead Counter
Key Responsibilities:
Drive Area Customer Experience Strategy and Outcome
- Drive adoption of our digital solutions for customers & CX Teams.
- Execute cost saving plans in line with procurement logic to deliver a consistently deflationary cost profile while maintaining excellent standards of safety and reliability, including efficient planning.
- Design and drive revenue optimizing opportunities.
- Evaluate, justify, support & critique decisions related to the development & implementation of Maersk Integrated Management Systems.
Improve Customer Satisfaction
- Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires, monitor customer satisfaction across segments and partner with relevant teams to drive local improvement.
- Act as a role model by representing the voice of the customers throughout the organisation whilst maintaining the company’s vision.
Drive Teams Collaboration and Performance Improvement
- Review and update SOP / IOPs based on frequent issues resolution / exception management (with customer and CPM).
- Ensure good collaboration and customer experience as part of cross‑functional teams.
- Work closely with GSC to lead and accelerate efficiency.
- Identify recurring issues in delivery performance and initiate steps to address the root cause.
Build and Develop a Strong Team
- Support onboarding of new team members and coaching existing team members, to move towards a productive and consultative team.
- Drive transformations and change management initiatives to eliminate undue complexity and shift customers experience culture from transactional customer service to consultative and value‑added focused customer experience.
Job requirements
- 3–5 years’ experience in Customer Experience, Customer Service, or Operations within shipping, logistics, freight forwarding, or port‑related environments.
- A Bachelor’s degree, preferably in Business Administration, Supply Chain, Logistics, or a related field.
- Fluency in English (spoken and written).
- Previous experience leading teams or acting in a senior / team‑lead capacity.
- Strong understanding of import operations and customer service processes.
- Excellent stakeholder management and communication skills.
- Ability to work in a fast‑paced, KPI‑driven environment with changing priorities.
- Strong problem‑solving, prioritization, and decision‑making skills.
- Commercial awareness, cost consciousness, and a continuous improvement mindset.
- Comfort working with standardized processes, systems, and digital tools.
Pour postuler à cette offre d’emploi veuillez visiter maersk.wd3.myworkdayjobs.com.