Lead Logistics CX and Operations Team Leader

Introduction

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

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high-paced environment.

You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Job Purpose

This role will execute the objectives set by the organization for the Lead logistics operation team in Chongqing. Focusing on delivering superior customer experience and drive profitability of the business handled.

Key responsibilities ：

• Focus on people engagement by motivating and coaching highly energised team to deliver organisational outcomes with an owner’s mindset.
• Ensure all processes are performed as per the agreed terms in Service Level Agreement – Timely & Accurate deliverables.
• Monitor and help improve the end customer KPI resulting in customer delight.
• Maintain a pro-active approach on Customer Engagement at Leadership level.
• Collaborate with customers/front offices to resolve issues; determine the root causes of errors, follow up with staff and set up action plans to prevent recurrence and share the same with the Customers.
• Work closely with the Transition team in taking on the newly migrated task and to establish KPIs for new business off shored.
• Practice the Operational Excellence (OPEX) way of life in delivering towards the end customer goals.
• Focus on continuously improving the End to End process to improve internal efficiency as well as end customer experience.
• Improve team productivity by constantly looking for areas for improvement and efficiency; Maximize productivity by reducing idle resources in the process through multi-tasking.
• Identify areas for improvement in service delivery (cost / data quality / productivity / customer requirements) based on ‘Voice of Customer’ feedback /proactive analysis of operational efficiency /effectiveness.

Required qualification, experience & skills

• Graduate degree from university or business school.
• Minimum 5 years relevant working experience with 2-3 years in leader role
• Experience working in a global business environment, including cultural aspects.
• Project management exposure/experience.
• Direct Customer Handling Experience.
• Design & drive smart KPIs
• Working in a BPO or Customer Service processes or Logistics Industry– Added Advantage.
• Excellent command of spoken and written English.
• Good communication & interpersonal skill and should be able to build good working relationship.
• Good working knowledge of MS Office products including Word, Excel and PowerPoint.
• Highly result oriented, ready to take challenges/collaborate with cross functional teams and able to work under pressure
• Capacity to handle change, stay open to different ideas and support for positive change

Understand work in an agile manner, High analytical / problem-solving skills

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.

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.

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 accommodationrequests@maersk.com.