Lead Logistics Customer Experience Team Leader - SEA

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.

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.

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 timely issue resolution within a specific geography.

- Foster strong customer relationships and team engagement by promoting collaboration, customer understanding, and empathy.

- Ensure adherence to customer experience standards and SOPs, and coach team members on behaviors that support a consistent customer experience.

- Monitor SLAs, escalate blockers, and ensure timely resolution of customer concerns and operational issues.

- Listen actively to customer needs, resolve concerns with empathy, and escalate issues as needed.

Drive Area Customer Experience Strategy and Outcomes

- Promote the adoption of 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.

- Adapt to changes, identify practical solutions to operational challenges, and support automation and improvement pilots.

- Take proactive ownership by identifying opportunities, solving problems, and supporting greater team independence.

Improve Customer Satisfaction

- Build strong relationships with customers by understanding their business, service needs, drivers, and expectations.

- Monitor customer satisfaction across segments and collaborate with relevant teams to drive local improvements.

- Represent the voice of the customer throughout the organization while maintaining the company’s vision.

- Monitor relevant performance metrics, identify trends, and take appropriate corrective actions.

- Use daily huddles and performance reviews to ensure the team understands customer priorities, operational performance, and required actions.

Drive Team Collaboration and Performance Improvement

- Review and update SOPs/IOPs based on frequent issue resolution and exception management.

- Ensure effective 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.

- Maintain process discipline by ensuring adherence to SOPs, identifying improvement opportunities, and supporting structured problem-solving activities such as A3s.

- Minimize errors by conducting appropriate checks and ensuring adherence to audit and compliance protocols.

- Provide clear instructions, communicate changes, update relevant stakeholders, and manage expectations effectively.

- Ensure execution discipline by following through on agreed actions, raising risks early, and reinforcing accountability.

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.

- Manage daily team performance by tracking throughput, attendance, workload, and utilization, and balancing resources based on operational requirements.

- Ensure timely execution of assigned tasks, support pilots and change initiatives, and communicate changes clearly to the team.

- Conduct regular team pulse check-ins, support employee wellbeing, and escalate concerns when appropriate.

- Provide timely and regular feedback, encourage peer feedback, and use structured feedback practices to support continuous development.

- Identify training and development needs, support upskilling, and maintain team readiness by developing appropriate backups.

- Reinforce company values, recognize team achievements, and encourage collaboration to strengthen team morale and culture.

- Provide ongoing coaching and development support, including regular 1:1 conversations, feedback, and performance management.

Qualifications:

- At least 3 years of recent leadership experience in the logistics industry.

- Bachelor’s degree in Supply Chain, Logistics, or a relevant course.

- 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.

- 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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