Lead 4PL Control Tower – Customer Experience

Maersk Line Limited; Rotterdam; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Maersk in Rotterdam is seeking a Customer Experience Team Leader to lead our 4PL Control Tower and shape the future of the 4PL operation for our chemical customer. You will guide a dedicated team, set priorities and ensure exceptional service delivery in a complex, change-heavy environment.

You will translate improvement opportunities into actionable plans, coach staff, collaborate with Global Service Center and carrier partners, and balance customer needs with operational efficiency.

Qualifications

• 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.
• Continuous-improvement mindset and willingness to challenge established ways of working.
• Comfort with 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.
• Collaborative working style across functions and levels.
• Interest in digitalisation, automation and new ways of working.

Responsibilities

• Provide day-to-day leadership, direction and prioritisation for the 4PL Control Tower team.
• Coach and develop colleagues, creating clear expectations and supporting individual growth.
• Manage the employee lifecycle, including performance management and resource planning.
• Build an engaged, accountable team culture with strong customer and operational ownership.
• Own the team's operational performance and service delivery with Global Service Center teams.
• Use KPIs and customer feedback to identify issues and opportunities for improvement.
• Ensure effective follow-up on operational exceptions and customer concerns.
• Collaborate with internal stakeholders and the customer to maintain reliable service.
• Identify opportunities to simplify, standardise, automate or improve processes.
• Translate improvements into actions and engage the team in implementation.
• Support system and process transformations and evolving operating models.
• Build relationships across the 4PL ecosystem and with customer/carrier stakeholders.

Skills

Customer Experience

Supply Chain Management

4PL

Logistics

People leadership

KPIs / data driven

Change management

Stakeholder management

Problem solving

Automation / digitisation

Job description

Maersk in Rotterdam is seeking a Customer Experience Team Leader to lead our 4PL Control Tower and shape the future of the 4PL operation for our chemical customer. You will guide a dedicated team, set priorities and ensure exceptional service delivery in a complex, change-heavy environment.

You will translate improvement opportunities into actionable plans, coach staff, collaborate with Global Service Center and carrier partners, and balance customer needs with operational efficiency.