Customer Experience Team Leader

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Maersk A tiempo completo

Position Summary

As 4PL Supervisor at Maersk, you are responsible for the operational management of assigned customers and act as a supervisor for the provider of this service. You take responsibility for organizing the efficient and correct execution of customer service and related tasks, as well as for the continuous exploration and evaluation of operational improvement opportunities.

Areas of Responsibility

Operational Responsibility

  • Ensure client SLA is followed and properly executed, and build, maintain, and develop effective and efficient operational set-ups and procedures.
  • Report any deviation to the agreed process or ongoing issues that can affect the operation.
  • Follow and maintain the control of the invoicing process, both accuracy and timeliness.
  • Continuously strive to keep systems timely and properly updated, improve data quality, service levels, and productivity.
  • Generate operational reports requested by the client (reports related exclusively to the operation).
  • Supervise that client internal users are duly informed about shipment status throughout the process and ensure that all necessary procedures/tasks are carried out timely and correctly, securing a reliable and timely shipment process and delivery of the agreed services.

Leadership Responsibility

  • Conduct weekly operational reviews internally to ensure that any ongoing issues are discussed and resolved to the benefits of all parties.
  • Organize customer services tasks within the team, coach, and appraise team members.
  • To promote an environment of effective communication, constant improvement, and live our values.
  • Coordinate holiday/leave for employees.
  • Support the team in any escalation or inconvenience that may arise in the operation.

Skills & Qualifications

Generic Characteristics – Personal Characteristics

  • Result-oriented, self-driven.
  • Highly motivated with a sense of urgency.
  • Good communication skills.
  • Execution focus.

Leadership capabilities

  • Ability to engage others in supporting operation and customer services growth.
  • Leadership skills.
  • Ability to form and motivate a team.

Functional Characteristics

  • Knowledge of the freight forwarding business.
  • Good at planning, evaluation, and execution.
  • Positive, proactive, and persistent.
  • Planning and execution capabilities.
  • Building relationships with customers, suppliers, governments, and communities.

Experience

  • At least 4 years in operations or customer services management experience in international transportation, logistics, or freight forwarding.

Language and studies needed in position

  • Bachelor's Degree in international commerce, administration, economy, engineering careers, or related areas.
  • Postgraduate studies (optional).
  • English and Spanish proficiency, read, and speaks fluently (100%) required.

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