Team Lead

A.P. Moller Maersk; Pune District; Sur place; INR 2 600 000 - 3 800 000; Plein temps

Résumé du poste

A.P. Moller Maersk is seeking an experienced SCM leader in Pune to manage the commercial SCM function and enhance customer satisfaction by resolving operational issues.

The role emphasizes end-to-end ownership, KPI monitoring, and continuous process improvements across sea, air and related logistics operations. The ideal candidate will lead a large operations/customer service team, drive performance against strategic goals, and develop talent while engaging with customers to deliver superior

Qualifications

• 10+ years of overall professional experience.
• 2+ years in a leadership/managerial role.
• Experience in SCM, Logistics, Transportation or related operations.
• Strong customer service orientation and cost leadership.
• Ability to work in a flexible matrix organization with strong networking.

Responsabilités

• Lead and develop the team responsible for SCM commercial activities and global standards.
• Own end-to-end shipping and logistics needs, building strong customer relationships.
• Monitor KPIs and budgets; drive productivity and proactive service improvements.
• Drive process efficiency, reduce waste, and improve end-to-end service delivery.
• Coach and develop team, share best practices, and maintain high customer satisfaction.

Connaissances

Leadership

People development

Stakeholder management

Communication

Customer service

Problem solving

Drive for changes

Presentation

Matrix organization

Description du poste

Lead the team being responsible for SCM commercial. Ownership of SCM business and enhance customer satisfaction by providing resolution on operational issues.

Job Description

Experience

• Minimum 10 years of overall professional experience.
• Minimum 2 years of relevant experience in a leadership/managerial role.
• Preference will be given to candidates with experience in Supply Chain Management (SCM), Logistics, Transportation, or related operations.

Key Responsibilities

Coaching and development

Challenges and supports direct reports in developing and implementing Customer service Strategy and adhering to global standards.

Performance

• Own and maintain the customers shipping and logistic needs E2E. build relationship and enhance business for the organization.
• Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.
• Continuously driver to reduce waste in the processes, by analyzing (speaking with) data and recommending improvements to relevant parties.
• Deliver improvements to key processes to improve productivity and service levels to get on time delivery and pro-active notification to the customer
• To manage teams performance against KPIs and take corrective action where necessary
• To contribute to teams optimal performance
• To contribute to continuous improvement of processes within scope of responsibility
• Drive process efficiency, improve complaint resolution timeliness, optimize by challenging business rules/limitations and improve end-to-end service delivery to customers
• Empower the team to suggest alternate viable solutions and actively resolve customer complaints within stipulated timeframe
• Build strong and collaborative relationships with customers and confidence in SCM product
• Capture and be Voice of Customer frequently and provide feedback to the team to improve SCM performance and customer experience
• Share best practices and knowledge
• Develop, engage and motive team people

Accountability

• On time delivery of all the shipments and system updates by meeting the KPI
• Customer satisfaction incl. CSAT score /KCXI
• Proactive approach to clients and stake holders in case of delays

Required experience & skills

Operational Efficiency & Customer Service Experience

• Rich experience in managing large Operations / Customer service teams with rich knowledge in the logistics sector
• Understanding of commercial framework and documentation related to the process
• Across all the logistics products & processes- Sea, Air and interaction skills with high-level of customer orientation
• Ability to work and thrive in a flexible matrix organization with focus on networking
• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
• Good communication skills and Strong stake holder management.
• Handle service escalation / requests from internal/external customers
• Assist customers with their issues keeping close communication with our internal teams in order to ensure prompt exception handling.
• Deliver customer experience and manage the cost efficiently.

Drive for Results

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Passion for customer service and cost leadership with strategic thinking
• Well-organized when working under pressure
• Proactive and exhibits excellent problem-solving capabilities

People Development

• Ability to attract, develop & retain talent in the organisation

Criteria for Success

• Business understanding.
• Result oriented;
• Ability to drive changes;
• Value and ethics compliance;
• Engage with people and enable them to perform