Customer Experience Team Leader

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

WE OFFER

We offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award-winning talent development initiatives.

We strive to deliver the right environment for the right people while fostering a culture of fairness, mutual respect, responsibility and care for our business and our customers. We value the diversity of our talent and will always strive to recruit the best person for the job.

We have a competitive compensation and benefits package for full-time employees. Our talent policies are recognized worldwide as one of the best in the industry and we continue to look for new ways to invest in our people through ongoing personal and professional development initiatives.

JOB RESPONSIBILITIES

1. Daily Tasks Management:

• Owns and manages end-to-end customer experience in SCM.

• Handles complex customers and special needs such as booking, customs, documentation, legal, dangerous cargo, and lack of e-channel use.

• Manages accounts with significant business impact.

​2. Strategy and Profitability:

• Creates customer loyalty and drives productivity improvements.

• Continuously reduces costs and maximizes income opportunities.

• Seeks upselling opportunities and assists in driving sustainable growth.

3. Customer Focus:

• Ensures solutions are clearly defined and understood by team members.

• Maintains updated client SOPs and consults with the client program manager for improvements.

• Achieves client KPIs and identifies business development opportunities.

• Proactively assists with customer implementations and reviews performance with key stakeholders.

4. Team Leadership:

• Engages with team members through the MPACT program.

• Creates personal development plans and drives best practice sharing.

• Implements process improvements and outsources relevant activities.

• Provides regular coaching and feedback.

5. Financial and Resource Management:

• Ensures financial accountability and accurate recording of costs.

• Proposes process changes to remove unrecoverable costs.

• Manages workloads and prepares backup systems.

6. Values and Other Responsibilities:

• Drives company values within the team and acts as a role model.

• Assists with process reviews and effective implementations.

• Handles ad hoc projects and tasks as agreed with the Customer Experience Manager.

• Travels and meets customers/visitors as required."

WHAT WE ARE LOOKING FOR

• Have 05 years of experience in Customer Service / Customer Experience or similar roles in freight forwarders or logistics companies

• Experience with Supply Chain Management (SCM) / end-to-end logistics products is a big plus

• Bachelor’s Degree, majoring in Logistics and Supply Chain Management is preferable.

• Candidates with experience leading a team are preferable.

• Language proficiency: Native Vietnamese, Professional English level

• Customer-centricity mindset with a continuous improvement approach

• Excellent interpersonal and communication skills and analytical skills

• Energetic, Well-organized, Self-Initiated/Self-driven and good coordination skills

• Good analytical and problem-solving skills – the ability to look beyond the obvious and identify creative solutions

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, 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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