Team Leader

Job Description

- The first point of contact for CoE Agent to escalate for operations issues, customer complaint.
- Customer relationship builder.
- Performance management.We offer
This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.
Maersk being the global leader in the industry, you'll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone's contribution is valued and rewarded.
On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You'll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.
On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.Key responsibilities
- Support CoE Manager in leading and managing the CoE teams to focus on the key Customer Service Drivers:
* Easy to Do Business with
* Timely Delivery of Documents
* Pro-Active Notification
* Exception Management
* Efficient claim handling
* Ensure service delivery alignment with agreed client SLA's.
- Ensure that the CoE teams adhere to service standards for:
* Coordinating relevant stakeholders to perform end-to-end shipment process.
* Resolving issues/query from relevant stakeholders.
* Responding to customer enquiries.
- Monitor data integrity of systems.
- Responsible for cross sell/up sell, customer retention.
- Follow up on Outstanding payments.
- Implementation of new customers into the CoE ensure proper SOPs/IOPs are established and managed through any related hyper-care.
- Responsible for cross sell/up sell, customer retention.
- Record and report the performance of the designated set of Customers that help provide suitable recommendations on: Service delivery wins/ Service failures
- Work with the KAMs/ Commercial team to establish and strengthen customer relationships.We are looking for
- 5+ Years of experience in senior leadership role
- 3-5+ Years of operational knowledge in logistics, preferably 4PL products.
- Good knowledge of and experience with 4PL and Supply Chain Management operations, from both origin and destination.
- Experience with setting up or rolling out 4PL or Supply Chain Management application & systems.
- Having worked in various geographies and/or having managed a scope spanning across multiple countries.
- Strong conceptual abilities - able to translate complex issues into ideas and actions.
- Flair for and interest in processes and systems.
- Good communicator with ability to translate technical knowledge to both technical and non-technical people.
- Ambition to support a specialist network
- English fluency.

- The first point of contact for CoE Agent to escalate for operations issues, customer complaint. - Customer relationship builder. - Performance management.

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