Customer Experience Team Leader –4 PL Control Tower

APM Terminals Gothenburg; Rotterdam; On-site; EUR 60,000 - 80,000; Full time

Job summary

Maersk in Rotterdam is seeking a Customer Experience Team Leader to lead our 4PL Control Tower team. You will drive daily operations, develop people and ensure excellent customer experience while evolving the 4PL operation for a major chemical client.

You will lead through change, challenge current ways of working and translate transformation into practical improvements for both the customer and the team. Strong stakeholder leadership is essential.

Qualifications

• Previous experience in Customer Experience, Supply Chain Management, 4PL, logistics or a comparable operational environment.
• Experience leading, coaching or developing people.
• Strong customer orientation and stakeholder-management skills.
• Ability to use operational data and KPIs to manage performance and drive improvement.
• A continuous-improvement mindset and willingness to challenge established ways of working.
• Confidence working through ambiguity, change and transformation.
• Strong problem-solving skills and the ability to translate challenges into practical solutions.

Responsibilities

• Lead and develop the team.
• Provide day-to-day leadership, direction and prioritisation for the customer 4PL Control Tower team.
• Coach and develop colleagues, creating clear expectations and supporting individual growth.
• Manage the employee lifecycle, including performance management, development conversations and resource planning.
• Build an engaged, accountable team culture with strong customer and operational ownership.
• Take ownership of the team's operational performance and service delivery together with our Global Service Center teams.
• Use KPIs, productivity data, Case Management and customer feedback to identify issues and improvement opportunities.
• Translate improvement opportunities into clear actions and engage the team in implementing them.

Skills

Team leadership

Stakeholder management

Customer experience

Data-driven

Continuous improvement

Problem solving

Change management

Cross-functional collaboration

Digitalisation

Job description

We are looking for a Customer Experience Team Leader to lead our 4PL Control Tower team. This role goes beyond traditional day-to-day team management. You will be responsible for leading and developing the team while ensuring strong operational performance, an excellent customer experience and continued evolution of the 4PL operation for our big chemical customer. The successful candidate needs to be comfortable leading through change, challenging existing ways of working and turning transformation into practical improvements for both the customer and the team.

Key responsibilities

• Lead and develop the team
• Provide day-to-day leadership, direction and prioritisation for the customer 4PL Control Tower team.
• Coach and develop colleagues, creating clear expectations and supporting individual growth.
• Manage the employee lifecycle, including performance management, development conversations and resource planning.
• Build an engaged, accountable team culture with strong customer and operational ownership.
• Take ownership of the team's operational performance and service delivery together with our Global Service Center teams Use KPIs, productivity data, Case Management and customer feedback to identify issues and improvement opportunities. Ensure effective follow-up on operational exceptions, recurring issues and customer concerns. Work closely with internal stakeholders and the customer to maintain a reliable and proactive service.
• Actively identify opportunities to simplify, standardise, automate or improve existing processes. Translate improvement opportunities into clear actions and engage the team in implementing them. Support the customer organisation through upcoming system and process transformations. Help evolve the Control Tower operating model by balancing customer requirements, operational effectiveness and internal productivity.
• Work across the wider Maersk organisation and with different operational teams supporting the customer solution. Ensure clear ownership and collaboration across activities performed within and outside the local Control Tower. Build strong relationships with the customer and carrier stakeholders and act as an effective escalation point when required. Connect operational execution with broader customer objectives and transformation priorities.

What we are looking for

• Previous experience in Customer Experience, Supply Chain Management, 4PL, logistics or a comparable operational environment
• Experience leading, coaching or developing people
• Strong customer orientation and stakeholder-management skills
• Ability to use operational data and KPIs to manage performance and drive improvement
• A continuous-improvement mindset and willingness to challenge established ways of working
• Confidence working through ambiguity, change and transformation
• Strong problem-solving skills and the ability to translate challenges into practical solutions
• Ability to balance people, customer, operational and business priorities
• A collaborative working style and the confidence to work across different functions and organisational levels
• Interest in digitalisation, automation and new ways of working

What will make you successful

Success in this role is not only about keeping today's operation running. We are looking for someone who can lead the team today while helping shape the customer Control Tower of tomorrow: developing people, strengthening customer experience, improving productivity, driving standardisation and supporting the transformation of the operation.

As part of our background check, you could be asked to obtain VOG.

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.

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.

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