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Private Jobs / Private Sector
Maersk Hiring for Customer Experience Team Leader at Mumbai Full Time
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Manages a local portfolio of large-scale operations for customer for
both adding value and creating competitive advantage for our clients’
business, whilst driving additional revenue streams into the Damco
organisation.
both adding value and creating competitive advantage for our clients’
business, whilst driving additional revenue streams into the Damco
organisation.
Leads a local team for innovation and rapid response to client’s needs
based on a deep awareness of their business from both a tactical and
strategic perspective.
Manages the team of 4PL account agent assigned to our critical accounts and
creates the framework around Cost Optimization, Operational Excellence,
Customer Service and Innovation.
based on a deep awareness of their business from both a tactical and
strategic perspective.
Manages the team of 4PL account agent assigned to our critical accounts and
creates the framework around Cost Optimization, Operational Excellence,
Customer Service and Innovation.
We offer :
In this role you will gain industry knowledge and understanding of complex supply chain process of some of the global customers of Maersk. This role will give the highly energetic leaders a platform to further sharpen their leadership skill.
Key responsibilities :-
Stakeholder Management
- Working closely with Key Account Sales/ Program Managers, Commercial Management and overseas offices delivery partners for seamless customer experience
- Ensure effective communication to other Customer Service Office Managers, local and regional Management and Commercial teams on the market / customer updates / issues & service requests
- Act as a first escalation point of contact with customers,
Information Management
- Facilitate customer KPI reporting in accordance with contract requirements
- Maintain good customer Advisory System with up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and assist with the creation and issue of customer advisory notices to Commercial Offices and to customers
- Assist with the driving of Customer Satisfaction / Service Quality Benchmarking and the development of Improvement Programs – in line with Damco Global Policy and Processes.
- For the relevant team responsible for the reporting and performance management overview and to benchmark / drive performance versus agreed performance standards
- To ensure that IOP/SOPs are maintained and kept up to date for all customers under direct responsibility
- To efficiently and effectively manage Cargo and Commercial claims in line with Maersk policy
- Ensure all customer issues and queries are attended to on priority with minimal escalations
- Establish relationship-based customer service delivery
People Development
- Set clear objectives and guide the team to achieve defined targets and performance standards
- Develop a robust succession plan and ensure people development and growth
- Ensure coaching and best practice sharing within the Solution team
- Responsible for employee engagement within the relevant Solution team
- Lead the team to achieve best-in-class Customer Service
- Develops and maintains a proactive customer service mindset in the Solution team and ensures the team is motivated to go the extra mile for their customers
Who are we looking for :-
The ideal candidate will be a person with : –
- Strong leadership experience in a customer facing role in Supply Chain / Freight Forwarding / Logistics role.
- Proven Track record of managing a team within a busy Customer Service / Operations office
- Ability to build strong relationships with customers
- A strong understanding and knowledge of Supply Chain Management, Ocean, Air and Landside Services Products
- A good understanding of financial management processes relating to job costing, credit approvals, invoicing, job file profitability management and financial forecasting and reporting .
- Customer-facing and interaction skills with high-level of customer orientation
- Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
- Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
- Good influencing skills
- Ability to attract, develop & retain talent in the organization