Booking.com

Customer Experience Team Leader

February 11, 2022

 CX Team Leader (4PL)- The core purpose of the role is to manage Team of 4PL Ocean operations and achieve operational excellence while continually improving both internal and external customer satisfaction.

We offer

At Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service!

Our diverse team of passionate and dedicated colleagues are empowered and supported to grow by their leaders. We all have our customers in mind, in every action of our daily work life, and this is truly the key to reaching our target!

An exciting career opportunity in an international, challenging business setting characterised by high pace and diversity. 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, recognised and well-rewarded.

Key responsibilities

- Responsible of overall control tower to ensure smooth end to end operations
- Maintain and improve customer relationship and satisfaction with regular engagements and communication.
- Implementation of Standard process and system ensuring SOP/IOP are maintained and reviewed regularly.
- Proactive inter-departmental coordination to ensure smooth, efficient operations and high service delivery levels
- Analyze data and use reports to proactively resolve challenges.
- Manage performance of operational activities within the team.
- Coach, motivate and build a high performing team. Lead by example, inspire and energize their team; Support on-boarding new members; Set clear objectives and guide team to achieve targets and performance standards; Attract, Develop and retain talent
- Ensure team KPI’s are fulfilled against targets and performance metrics assigned
- Engage in process improvement to enhance all stakeholder experience
- Support with maintaining and growing the current business portfolio

We are looking for

- Minimum 8 years of experience in Freight forwarding/Shipping/OCE operations.
- Bachelor’s degree
Behavioral
- Adopts an attitude of Customer Service Excellence.
- Building Effective Teams and leading by example
- Effective and engaging Communication skills.
- Strong Problem Solving and Analytical skills
- Excellent Stakeholder Management skills
- Full overview and strong coordinating and follow up skills across multiple stakeholders
Technical
- UAE/GCC Market knowledge
- Excellent knowledge of Excel and PowerPoint.
- Country wise import/export documentation requirements
- Knowledge about freight forwarding, 4PL Products and Supply Chain Management.
- Preferred SAP or relevant system knowledge
- Knowledge of documentation requirements in UAE & other GCC countries for imports & exports.