Customer Experience Team Leader

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

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

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Key Responsibilities

• Focus on the key Customer Service Drivers:

  • Easy to Business with;

  • Timely Delivery of Documents;

  • Pro-Active Notification;

  • Exception Management;

  • Efficient claim handling

• Booking with vendors/ shippers.

• Planning with vendors/ shippers (Vendor coordination) .

• Query Resolution with shippers/ Customers/ Key Account Managers- ensure timely resolution and response to customers.

• Responsible for cross sell/up sell, customer retention.

• Follow up on the Outstanding bookings & query resolution.

• Prepares contracts and charge structures in line with the Damco Policy

• Record and report the performance of the designated set of Solutions Customers that help provide suitable recommendations on:

  • Service delivery wins

  • Service failures

• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.

• Comply to specific customer SOP and monitor respective KPIs .

• Execute reports assigned by Assistant Manager/Manager.

• Support CS Manager in leading and managing the Customer service team to focus on the key Customer Service Drivers:

  • Easy to Do Business with

  • Timely Delivery of Documents;

  • Pro-Active Notification;

  • Exception Management;

  • Efficient claim handling

• Ensure service delivery alignment with agreed client SLA’s

We Are Looking For

• Talent with minimum 3 years' experience in Supply Chain / Logistics background. Leadership exposure will be advantageous.

• Proficient in English communication.

• Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.

• Stakeholder management skills and relationship building.

• Passion to drive closures & high-level customer service orientation – Customer Centricity.

• Result orientation.

• Well-organized when working under pressure.

• Team player – Works together with others in the business unit to achieve results, fosters teamwork.

• Good understanding of operational processes.

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

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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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