Lead Logistics Operations Team Leader

A.P. Moller - Maersk; Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Maersk, a global leader in integrated logistics, is seeking a Customer Experience Leader to oversee a team of agents and optimize delivery of non-physical and outsourced products. You will drive CX strategy, promote digital solutions, and implement cost-saving plans while ensuring safety and reliability.

Build strong customer relationships and engage cross-functionally to improve performance. You will lead onboarding and coaching of team members, shape the customer experience culture from

Qualifications

• Leadership experience in a logistics setting is required.
• Bachelor's degree in Supply Chain or related discipline is mandatory.
• Strong business acumen and knowledge of the local market are essential.

Responsibilities

• Lead a team of agents to optimize delivery of services and manage a customer portfolio.
• Drive CX strategy and outcomes, promote digital solutions, and align with cost-saving plans.
• Build strong customer relationships, monitor satisfaction, and represent customer voice across the organization.
• Collaborate cross-functionally to update SOPs/IOPs and accelerate efficiency with GSC.

Skills

Leadership

Logistics expertise

Customer experience

Stakeholder management

Process improvement

Education

Bachelor's degree in Supply Chain

Job description

Job Description:

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 organization 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.

Key Responsibilities:

Customer Experience Leadership:

• Lead a team of agents managing a portfolio of customers, optimizing the delivery of non-physical and outsourced physical products.


• Support customers proactively and drive issue resolution within a specific geography.


• Foster strong customer relationships and team engagement.

Drive Area Customer Experience Strategy and Outcomes:

• Promote the adoption of our digital solutions for customers and CX teams.


• Implement cost-saving plans aligned with procurement logic to maintain a deflationary cost profile while ensuring safety and reliability.


• Design and drive revenue-optimizing opportunities.


• Evaluate, justify, support, and critique decisions related to the development and implementation of Maersk Integrated Management Systems.

Improve Customer Satisfaction:

• Build strong relationships with customers, understanding their business, service needs, drivers, and desires.


• Monitor customer satisfaction across segments and collaborate with relevant teams to drive local improvements.


• Represent the voice of the customers throughout the organization while maintaining the company’s vision.

Drive Team Collaboration and Performance Improvement:

• Review and update SOPs/IOPs based on frequent issue resolution and exception management.


• Ensure good collaboration and customer experience as part of cross-functional teams.


• Work closely with GSC to lead and accelerate efficiency.


• Identify recurring issues in delivery performance and initiate steps to address root causes.

Build and Develop a Strong Team:

• Support onboarding and coaching of new and existing team members to build a productive and consultative team.


• Drive transformations and change management initiatives to eliminate undue complexity and shift the customer experience culture from transactional to consultative and value-added.

Qualifications:

• At least 3 years of recent leadership experience in the logistics industry.


• Bachelor’s degree in Supply Chain, Logistics, or a relevant discipline.


• Strong business acumen and excellent commercial knowledge of the local market landscape.


• Continuous growth and improvement mindset with a global orientation.


• Effective leadership and coaching skills.


• Strong prioritization capabilities.


• Cost consciousness.


• Knowledge of and relationships with key local stakeholders.


• Open to working a day shift schedule and onsite arrangement.

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.
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