Team Leader - Customer Support

Maersk GSC (India) P.L.; Chennai; Vor Ort; INR 1.000.000 - 1.700.000; Vollzeit

Zusammenfassung

Maersk in Chennai seeks an experienced Team Leader to head Freight Brokerage operations and a team delivering shipment coordination, carrier management, and customer communications. You will drive performance, manage escalations, and develop team capability for continuous improvement.

The role requires strong transportation/logistics experience, people leadership, and the ability to meet service levels in a fast-paced environment. Night shifts and weekend work may be required.

Qualifikationen

• Experience leading Freight Brokerage teams or similar operations.
• Willingness to work night shifts and weekends as required.
• Experience managing teams against operational KPIs and SLAs.

Aufgaben

• Lead, coach, and develop a team of Freight Brokerage Specialists.
• Oversee end-to-end load execution from pickup to delivery.
• Monitor load status, appointments, and potential disruptions.
• Own operational KPIs and drive continuous improvement.

Kenntnisse

Team leadership

People management

KPI management

Stakeholder management

Analytical skills

Ausbildung

Bachelor's degree in logistics or related field

Tools

MS Excel

ERP systems

Jobbeschreibung

Role Overview

We are looking for an experienced and results-driven Team Leader to lead Freight Brokerage operations and a team responsible for shipment coordination, carrier management, customer communication, load tracking, and exception resolution. The candidate should have strong experience in transportation, logistics, supply chain, customer service, or related operations, along with proven people-management, stakeholder-management, and operational leadership skills. The role involves driving team performance, ensuring service quality, managing escalations, developing team capability, and identifying opportunities for continuous improvement and operational efficiency.

Key Responsibilities

Team & People Leadership

• Lead, coach, and develop a team of Freight Brokerage Specialists to achieve business and service objectives.
• Drive team performance through structured coaching, performance management, and targeted development plans.
• Identify capability gaps and implement training initiatives to strengthen operational expertise.
• Build a culture of accountability, ownership, collaboration, and customer focus.
• Support onboarding and capability development of new team members.

Freight Brokerage Operations

• Oversee end-to-end load execution from pickup through delivery, ensuring service commitments are consistently met.
• Drive effective coordination across customers, carriers, drivers, and internal stakeholders to ensure seamless shipment execution.
• Monitor load execution, shipment status, appointments, and potential service disruptions, ensuring proactive intervention.
• Oversee carrier coordination, load coverage, scheduling, and execution to maximize operational efficiency.
• Ensure compliance with SOPs, customer requirements, contractual obligations, and escalation protocols.

Performance & Business Management

• Own and drive key operational KPIs, including productivity, service levels, on-time performance, response time, quality, and load execution.
• Analyse performance trends, identify root causes, and implement corrective actions to close performance gaps.
• Provide regular performance insights and business updates to management.
• Drive continuous improvement initiatives focused on efficiency, service quality, cost effectiveness, and customer experience.
• Partner with cross-functional teams to identify and eliminate recurring operational issues.

Customer & Stakeholder Management

• Serve as the primary escalation point for complex customer and operational issues, driving timely resolution.
• Build and maintain effective relationships with key internal and external stakeholders.
• Ensure customer expectations are translated into clear operational priorities and consistently delivered by the team.
• Manage critical service issues with a strong focus on customer experience, communication, and resolution.

We Are Looking For

• Proven experience in a Team Leader, Supervisor, or People Manager role.
• Willingness to work night shifts and weekends as required by business operations.
• Demonstrated experience managing teams against operational KPIs and service-level targets.
• Strong problem‑solving, decision‑making, and escalation‑management skills.
• Strong stakeholder management and communication skills.
• Proven ability to analyse performance data, identify root causes, and drive corrective actions.
• Strong ownership mindset with the ability to manage priorities in a fast‑paced operational environment.
• Strong analytical and reporting capabilities with good proficiency in MS Excel.
• Ability to coach, motivate, and develop team members.
• Strong attention to detail with a focus on data accuracy and operational quality.

Preferred Skills & Experience

Team Management / People Leadership within any of the below functions:

• Freight / Transportation Operations
• Trucking / Carrier Operations
• Dispatch / Load Coordination
• Transportation Planning & Execution
• Shipment Tracking / Track & Trace
• 3PL / 4PL Operations
• Logistics Operations

Rotational Shift - Night Shift 8 to 12 years of experience

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 your website, apply for a position, or to perform a job, please contact us by emailing [e-mail].

Company Overview

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.