Team Manager
Team Manager
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Job Description
Has accountability for team deliverables.
Acts as the liaison for the country teams with the GSC processing unit.
Applies subject matter expertise on the process to solve common business
issues.
Understands the business and the customers requirements on a generic
level.
Has accountability for the teams adherence to standard operating
procedures and Audit Compliance.
Has responsibility for team engagement and performance.
Has responsibility for establishing the feedback mechanism to improve
the process.
The Customer Experience Manager is responsible for leading a team that delivers exceptional service to customers post-onboarding within the Maersk environment. This role oversees end-to-end customer service operations and drives continuous improvement ensuring a consistent and seamless customer journey across various touchpoints.
Key Responsibilities:
Lead and manage a team responsible for:
Customer channel and case management
Customer onboarding and relationship building
Contract and dispute resolution
Escalation handling and issue resolution
Provide leadership with full people management responsibilities including:
Hiring coaching and mentoring
Performance management and pay reviews
Talent development and succession planning
Contribute to the strategic direction and execution of business and operational initiatives by:
Developing and implementing policies procedures and best practices
Aligning team goals with broader organizational objectives
Driving efficiency customer satisfaction and service excellence
Solve problems and make decisions by choosing from established alternatives within the area of expertise
Ensure task prioritization resource allocation and performance tracking for timely completion of deliverables
Lead process improvements and change management initiatives within the customer experience function
Qualifications & Experience:
Bachelors degree in business administration Logistics or a related field
Minimum of 10 years of experience in customer service including at least 5 years in a people management role
Background in the shipping and logistics industry is added value.
Proven ability to manage teams in a dynamic high-volume environment
Skills & Competencies:
Exceptional communication presentation and storytelling skills
Strong problem-solving negotiation and conflict resolution abilities
Demonstrated adaptability innovation and result-oriented mindset
Ability to drive continuous improvement and foster a culture of customer-centricity
Effective leadership in managing cross-functional teams and navigating complex issues
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 .
Required Experience:
Manager
Employment Type
Full-Time
