Customer Experience Team Lead
hace 1 mes
Job Summary
We are seeking a highly motivated and experienced Customer Experience Team Lead to join our team at Maersk. As a key member of our operations team, you will be responsible for the operational management of assigned customers and act as the supervisor for the provider of this service.
Key Responsibilities
- Ensure client SLAs are followed and executed efficiently, and develop effective operational set-ups and procedures.
- Report any deviations to the agreed process or ongoing issues that can affect operations.
- Follow and maintain control of the invoicing process, ensuring accuracy and timeliness.
- Continuously strive to keep systems up-to-date, improve data quality, service levels, and productivity.
- Generate operational reports requested by clients.
- Supervise client internal users to ensure they are informed about shipment status throughout the process.
Leadership Responsibilities
- Conduct weekly operational reviews to ensure ongoing issues are discussed and resolved.
- Organize Customer Services tasks within the team, coach, and appraise team members.
- 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 operations.
Requirements
- At least 4 years of experience in operations or customer services management in international transportation, logistics, or freight forwarding.
- Bachelor's Degree in international commerce, administration, economy, engineering careers, or related areas.
- Postgraduate studies (optional).
- English and Spanish proficiency (read and speak fluently) required.
About Maersk
Maersk is committed to a diverse and inclusive workplace and welcomes applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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