4PL Customer Service Team Leader

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, and 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.

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.

We Offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and 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 each other.

The position

The first point of contact for CS Agent to escalate operations issues, and customer complaints. Customer relationship builder. Performance management.

The 4PL CS Team leader is responsible for:

• Support 4PL CS Manager in leading and managing the CS teams to focus on the key Customer Service Drivers:

+ Easy to Do Business with

+ Timely Delivery of Documents.

+ Pro-Active Notification.

+ Exception Management.

+ Efficient claim handling

+ Ensure service delivery aligns with agreed client SLAs.

• Ensure that the CS teams adhere to service standards for:

+ Coordinating relevant stakeholders to perform end-to-end shipment process.

+ Resolving issues/queries from relevant stakeholders.

+ Responding to customer enquiries.

+ Monitor data integrity of systems.

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

• Follow up on outstanding payments.

• Implementation of new customers into the CS and COE; ensure proper SOPs/IOPs are established and managed through any related hyper-care.

• Record and report the performance of the designated set of Customers that help provide suitable recommendations on: Service delivery wins/Service failures

• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.

Expectations from the Role:

• Build Strong Customer Relationships:

+ Carry out Monthly/quarterly formal reviews with critical customers.

+ Develop a strong understanding of the business of Critical customers to ensure customer retention.

+ Provide regular updates to the commercial team on cross-sell/ upsell opportunities.

• Stakeholder Management:

+ Act as a prime point of contact with customers, working closely with Key Account Managers and other CS/COE offices to deliver seamless customer experience

+ Ensure effective communication to Regional/Area Management and Commercial team on market/customer updates/issues & service requests.

+ Collaboration with internal stakeholders, not restricted to Procurement/Customer Service/Operations/Products teams to identify areas of cost savings/ process optimization/improvements.

• People Development:

+ Allocate resources within the team for an effective workload balance and to optimize resources.

+ Set clear objectives and guide sub-teams to achieve targets and performance standards.

+ Develop a robust succession plan and ensure people growth within the team.

+ Deliver coaching and best practice sharing within the team, closely follow up with employee’s competencies enhancement.

+ Lead employee engagement activities within the team.

• Information Systems:

+ Customer Advisory System –maintain an up-to-date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and escalate to 4PL CS Manager for the issue of customer advisory notices.

+ Reporting and Performance Management Overview for Teams under his or her management, and to Benchmark / Drive +

+ Performance vs Agreed Performance Standards.

+ The company systems operation.

We Are Looking For

• Talent with some leadership experience and extensive operational knowledge and customer service in Logistics and Supply Chain, preferably 4PL products or 2PL/3PL management position.

• Good knowledge of and experience with 4PL or Supply Chain Management operations, from both origin and destination.

• Experience with setting up or rolling out 4PL or Supply Chain Management applications & systems.

• Having worked in various geographies and/or having managed a scope spanning across multiple countries.

• Strong conceptual abilities – able to translate complex issues into ideas and actions.

• Flair for and interest in processes and systems.

• Good communicator with the ability to translate technical knowledge to both technical and non-technical people.

• Ambition to support a specialist network

• English fluency