Team Leader

Job Description 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. What we offer: - Impact: Your work will directly contribute to the success of our global operations. - Opportunity: Maersk provides ample opportunities for growth and development, both professionally and personally. - Innovation: Join a forward-thinking team that embraces innovation and cutting-edge technologies. - Global Exposure: Collaborate with colleagues from diverse backgrounds and gain exposure to international business practices. - Work-Life Balance: We value work-life balance and offer flexible working arrangements to support our employees. Job Summary The role leads the Supply Chain Management (SCM) Commercial team with full ownership of the SCM business, ensuring operational excellence and customer satisfaction. The position requires driving efficiency, resolving operational issues, and enhancing customer experience while building strong business relationships. The leader will oversee end-to-end customer logistics needs, manage team performance against KPIs, and contribute to continuous process improvement. Key Responsibilities Coaching & Development: - Challenge and support direct reports in developing and implementing customer service strategies aligned with global standards. - Develop, engage, and motivate team members while sharing best practices and knowledge. - Empower the team to suggest alternate viable solutions and resolve customer complaints within stipulated timelines. - Foster strong collaboration and engagement to build confidence in SCM products. Performance & Process Management - Own and maintain customers shipping and logistics needs end-to-end. - Monitor performance against KPIs and budgets, taking corrective action where necessary and exceeding expectations where possible. - Drive waste reduction by analyzing data, recommending improvements, and implementing process efficiencies. - Deliver improvements to enhance productivity, on-time delivery, and proactive customer notifications. - Ensure timely system updates and manage accountability for shipment delivery. - Contribute to continuous improvement initiatives within the scope of responsibility. - Optimize complaint resolution timelines and improve end-to-end service delivery. Customer Engagement & Accountability - Build strong, collaborative relationships with customers, acting as the Voice of Customer to enhance performance and customer experience. - Ensure high levels of customer satisfaction, including CSAT/KCXI scores. - Proactively communicate with clients and stakeholders in case of delays or exceptions. - Handle escalations and assist customers by closely coordinating with internal teams for prompt resolution. - Deliver a balance between excellent customer experience and cost-efficient operations. Operational Leadership - Ensure accountability for on-time delivery and KPI adherence. - Lead the team to consistently meet performance standards and contribute to organizational growth. - Uphold ethics, values, and compliance in all areas of responsibility. - Effectively communicate and present to stakeholders in a multicultural environment. Required Experience & Skills - Strong background in operational efficiency and customer service within logistics. - Proven experience managing large operations/customer service teams across logistics products (Sea, Air, etc.). - Knowledge of commercial frameworks and process-related documentation. - Ability to work in a matrix organization with strong networking skills. - Excellent stakeholder management, communication, and problem-solving abilities. - Skilled in handling escalations, exception management, and customer engagement. - Strategic mindset with a passion for cost leadership and customer service. - Ability to thrive under pressure while remaining well-organized. - Ability to attract, develop, and retain talent within the organization 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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [Confidential Information].