Customer Service Team Lead

Maersk; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading logistics company in the United States seeks a Senior CX Consultant to manage customer experience and the end-to-end shipment process. The ideal candidate will have at least three years in customer service and supply chain management, with a passion for high-level customer service and excellent communication skills. Join the team to foster relationships and solve complex logistics challenges.

Qualifications

• Minimum 3 years’ experience in Customer Service and Supply Chain Management.
• Strong knowledge of logistics and supply chain.
• Excellent communication and interpersonal skills.

Responsibilities

• Be the primary point of contact for customers and internal stakeholders.
• Onboard customers and build strong relationships.
• Manage the end-to-end shipment process.

Skills

Customer Service

Supply Chain Management

Logistics

Interpersonal Skills

Problem-Solving

Detail-oriented

Job description

Overview

1. Manage Team Operation daily basis
2. Process Improvement & Optimization
3. Effective Communication both Vendor & Factory & customers.
4. Ownership & Proactive to solve daily operation issue & lead the team operation

Who We Are

Maersk is a global leader in integrated logistics and has been an industry pioneer 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.

What We Offer

Maersk is the global leader in the industry, You’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and encourages employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities

The role of Senior CX Consultant is to take full responsibility for customer experience by executing, managing and monitoring the end-to-end shipment process in compliance with all company procedures and regulatory requirement.

• Be the primary point of contact for customers and internal stakeholders for daily operation activities.

• Onboard customers and build strong and collaborative relationship with both established and new customers.

• Execute, manage and monitor the end-to-end shipment process, understand external factors impacting customer’s supply chain & their sense of urgency, service needs, drivers and desires.

• Maintain effective communication with customers and internal stakeholders to ensure smooth operations and timely resolution of issues.

• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.

• Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins + Service failures, providing insights and recommendations for enhancing operational efficiency and process optimization.

• Responsible for cross sell/up sell, customer retention.

• Supervising colleagues in team on the business & process inquiry.

• Execute reports or other tasks assigned by Team Leader/Manager.

We Are Looking For

• Minimum 3 years’ experience in Customer Service and Supply Chain Management, strong knowledge of logistics and supply chain including but not limited to Customer Service, Shipping Line, Transportation etc..

• Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with clients and stakeholders.

• Passion to drive closures & high-level customer service orientation –Customer Centricity.

• Result orientation.

• Detail-oriented and highly organized, capable of managing multiple tasks and priorities simultaneously and independently.

• Team player –Works together with others in the business unit to achieve results, fosters teamwork.

• Problem-solving skills and the ability to handle challenging situations with diplomacy and professionalism

• Positive and proactive attitude.

• Good command of both oral and written English.

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