CX Team Lead

2 days ago

Singapore MAERSK LOGISTICS & SERVICES SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

Opportunity

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 organisation 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.


Key Responsibilities

  • Actively manage a team of people across geographical boundaries, including performance management, capacity management, task delegation, contingency planning etc., to meet the customer’s needs
  • Involved in MBR, QBR preparation, conduct root cause analysis and craft preventive measures
  • Problem solver who can resolve the issue within the first level escalation
  • Drive process efficiency, simplification and process improvement
  • Prepares Monthly Business Review (MBR) Reports and slides, driving the conversation with customers
  • Ensuring timely and accurate billing to customer and payment to the vendor
  • Be fully responsible for customer satisfaction across Maersk product offering (own customers), including SCM performance and KCXI rating driving for responsible accounts.
  • Cross-sell & upsell Logistics and Services products to customers.
  • Conduct performance reviews with customer.
  • Willingness to go the extra mile towards the customers & with focus on providing solutions.
  • In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.

We are looking for

Required Education/Work Experience

  • Bachelor’s Degree in Logistics/Supply Chain Management
  • Minimum 7 years of relevant experience including at least 3 years of leadership experience is preferred
  • Experience in import/export, sea freight, airfreight, DG/Non-DG shipments is advantageous.
  • Experience in the Chemical industry is advantageous
  • Experience in handling Customer Service transactions/processes as well as liaising with origin and destination offices is preferred.
  • Advanced skills in Excel (i.e., pivot, pivot graph, conditional formatting setting, advanced formula setting like VLOOKUP, IF function ) and PowerPoint (i.e., monthly/quarterly business review preparation)

Required Skills

  • Good verbal and written English skills for co-ordination with origin & destination offices, warehouse, carriers, internal stakeholders
  • Good business knowledge/process understanding to provide a value add to the customers through effective business solutions
  • Ability to work under pressure and fast-moving environment
  • Strong service mindset with a sense of urgency
  • Able to multitask effectively
  • High attention to detail, critical thinker
  • Team player, skilled in coordinating and able to work in a diverse team

Tell employers what skills you have

Sustainability
Leadership
Able To Multitask
Written English
Process Improvement
Root Cause Analysis
PowerPoint
Attention to Detail
Freight
Excel
Customer Satisfaction
Team Player
Customer Service
Vlookup
Performance Management

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