Maersk Line is the world’s largest container shipping company, known for reliable, flexible and eco-efficient services. We provide ocean transportation in all parts of the world. We serve our customers through 306 offices in 114 countries. We employ 7,600 seafarers and 21,600 land-based employees and operate 639 container vessels.
We market our services t...
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Deliver an Integrated Customer Experience that uniquely matches the vertical(s) portfolio
Ensure the Integrated Customer Experience Team drives proactive customer support and issue resolution for seamless customer experience in cross-functional teams, and across all products in scope
Accountable for owning, creating, maintaining, and testing a business continuity plan for critical customer processes in Ocean and L&S (Logistics & Services)
Develop and sustain a capable Integrated Customer Experience Organization
Ensure the team is structured and rightsized for successful delivery on customer and business needs
Leading, directing, and coaching Integrated Customer Experience Consultants to enable their development
Ensure Customer Experience teams are trained according to global standards, and have an in-depth understanding of customer-specific SOPs
Build teams with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely, and cost efficiently maximize customer value of all ‘By Maersk’ models
Regular periodic connect with GSC (Global Service Centre) team leaders on performance, planning, and people
Delivery of Integrated Customer Experience growth and profitability plans
Up- and cross-sell to all customers, and their supply chain partners (where relevant), following global policy
Monitor and manage volume trajectory to support business planning (ROFO Budget)
Drive a mindset of continuous improvement
Drive a mindset of quality work
Travel will be expected
Be a change agent for system rollouts and implementations as well as other initiatives that impact people and business
WHO WE ARE LOOKING FOR:
Someone with:
At least 5 years’ experience leading a high-performing team in the Logistics / Supply Chain industry
Ability to lead large teams with diverse customer portfolios
Relevant experience in customer experience/order management with a customer-led mindset
Ability to establish senior business relationships with customers and their supply chain partners
Broad knowledge of supply chain strategy and execution in a global business environment
Ability to lead, coach, and motivate teams towards a shared vision with clear goals
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