Team Leader

Summary:

• SCM Planning & Visibility represents the 'brain' of the E2E Operation layer, and covers roles that do planning, assembling, monitoring, etc, to ensure seamless order execution across all means of transport: air, landside and ocean. Includes Maersk managed (Example: 4PL) as well as operated business (Example: 3PL & 2PL).
• Responsible for long-term supply chain strategies and networks that address capacity issues and production location decisions. Monitors key sales and performance indicators and coordinates work to increase effectiveness of supply chain offerings.
• Management stream includes those who primarily lead people for whom they have employee lifecycle responsibilities including hire/fire decisions, coaching/mentoring, coordination of tasks, appraising performance, pay reviews, and developing for future assignments.

Key Responsibilities:

1. Customer Experience Leadership:

• Lead a team of agents managing a portfolio of customers, optimizing the delivery of non-physical and outsourced physical products.
• Support customers proactively and drive issue resolution within a specific geography.
• Foster strong customer relationships and team engagement.

Drive Area Customer Experience Strategy and Outcomes:

• Promote the adoption of our digital solutions for customers and CX teams.
• Implement cost-saving plans aligned with procurement logic to maintain a deflationary cost profile while ensuring safety and reliability.
• Design and drive revenue-optimizing opportunities.
• Evaluate, justify, support, and critique decisions related to the development and implementation of Maersk Integrated Management Systems.

Improve Customer Satisfaction:

• Build strong relationships with customers, understanding their business, service needs, drivers, and desires.
• Monitor customer satisfaction across segments and collaborate with relevant teams to drive local improvements.
• Represent the voice of the customers throughout the organization while maintaining the company’s vision.

Drive Team Collaboration and Performance Improvement:

• Review and update SOPs/IOPs based on frequent issue resolution and exception management.
• 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 root causes.

Build and Develop a Strong Team:

• Support onboarding and coaching of new and existing team members to build a productive and consultative team.
• Drive transformations and change management initiatives to eliminate undue complexity and shift the customer experience culture from transactional to consultative and value-added.
• At least 2 years of recent leadership experience in the logistics industry.
• Bachelor’s degree in Supply Chain, Logistics, or a relevant discipline.
• Strong business acumen and excellent commercial knowledge of the local market landscape.
• Continuous growth and improvement mindset with a global orientation.
• Effective leadership and coaching skills.
• Strong prioritization capabilities.
• Cost consciousness.
• Knowledge of and relationships with key local stakeholders.