Lead Logistics Operations Team Leader

Maersk; Pasig; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Maersk invites applications for a Customer Experience leadership role in Pasig. You will lead a team of agents serving a diverse customer portfolio, focusing on non-physical and outsourced products, while driving CX strategy and efficiency initiatives.

You will foster strong customer relationships, monitor satisfaction, and collaborate with cross-functional teams to deliver value-added services and improved outcomes.

Qualifications

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

Responsibilities

• Lead a team of agents managing a portfolio of customers, optimizing delivery of non-physical and outsourced physical products.
• Drive adoption of our digital solutions for customers and CX teams, and design cost-saving plans.
• Build strong relationships with customers, monitor satisfaction, and drive local improvements.
• Lead cross-functional collaboration with GSC and accelerate efficiency.
• Onboard and coach new and existing team members to build a productive, consultative team.

Skills

Leadership

CX management

Team coaching

Cross-functional

Strategic planning

Education

Bachelor's degree in Supply Chain/Logistics

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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