Team Leader - CX Multicarrier

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.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation 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.

Experience: 5 years minimum

Teams size: 12

Location: Colombo

Requirements

• Prior experience in supply chain, logistics, or freight management, preferably in a multi-carrier environment.

• Proven capability in leading teams successfully in fast paced operations.

• Strong communication, interpersonal, and stakeholder management skills.

• Excellent problem-solving abilities with a customer first mindset.

• High attention to detail, strong organizational skills, and the ability to prioritize multiple tasks.

• Proficiency in MS Office

• Ability to adapt to changing customer needs, Global conditions, and operational demands.

• Strong time management with the ability to meet tight deadlines.

Responsibilities

Team Leadership & Operational Management

• Lead and supervise a team of Customer Service Consultants handling multi-carrier operations across ocean, air, and cross-border for Global customers

• Allocate tasks, monitor team performance, and ensure adherence to daily KPIs, SLAs, SOPs and global process standards.

• Provide coaching, mentoring, and on the job training to strengthen team capability and service excellence.

Relationship & Account Management

• Build and maintain strong relationships with internal/ external stakeholders, key customers, muti carrier partners to ensure seamless end-to-end service.

• Be the Primary operational escalation point and handle issues and ensure effective, timely resolution with a customer-centric approach.

• Oversee customer onboarding activities including SOP creation/updates, data accuracy, shipment profiling, and system setup.

• Ensure that customer requirements, special handling instructions, carrier preferences, and routing guidelines are clearly communicated and followed by the team.

• Resolve escalations related to carrier delays, space issues, rollovers, demurrage/detention, or documentation concerns.

• Coordinate with cross-functional teams including operations, finance and sales to ensure smooth execution of shipments and supply chain processes.

Service Delivery & Issue Resolution

• Oversee end to end shipment execution, ensuring timely booking, documentation, tracking, customs coordination (where applicable), billing accuracy, and shipment closure.

• Ensure root-cause analysis and timely resolution of customer complaints, delays, and service failures.

• Drive adherence to SOPs, carrier contracts, and internal compliance processes.

Problem Solving & Continuous Improvement

• Identify operational bottlenecks and implement corrective actions to enhance service efficiency and customer satisfaction.

• Analyze recurring issues, propose process improvements, and drive standardization across team activities.

• Ensure the team maintains accurate records including customer data, shipment history, and service logs

Communication & Stakeholder Management

• Serve as the primary point of escalation for customer cases and collaborate with leadership when needed.

• Facilitate regular team meetings, customer reviews, and operational updates.

• Support training initiatives and ensure team readiness for new processes, tools, and company requirements.

Work Environment

• Fast paced international logistics environment with daily coordination across customers and global teams.

• Equal opportunity employer with a focus on collaboration, diversity, and continuous learning.

Benefits

• Competitive compensation and benefits package.

• Opportunities for career progression within the company

• Comprehensive training, continuous learning, and skill development programs.

• Recognition programs and rewards that celebrate outstanding performance.

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  [email protected].