Customer Experience & Logistics Manager - 4PL

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. 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 Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded. On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities. On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically. Key Responsibilities: Leading and managing the CX 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 alignment with agreed client SLA’s. Ensure that the CS teams adhere to service standards for: Coordinating relevant stakeholders to perform LnS shipment process. Resolving issues/query from relevant stakeholders. Responding to customer enquiries. Monitor data integrity of systems. Responsible for cross sell/up sell, customer retention. Follow up on Outstanding payments. Implementation of new customers into the CX 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 Product/Commercial/Delivery team to establish and strengthen customer relationships. We Are Looking For Talent with a few years of experience in leadership role. Have substantial years of operational knowledge and customer service in Logistics and Supply Chain, preferably 2PL/3PL management or 4PL product position. Good knowledge of and experience with 2PL/3PL or CHB and Delivery operations, from both origin and destination. 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 ability to translate technical knowledge to both technical and non-technical people. Ambition to support a specialist network. Good English fluency All application will be treated strictly confidential!