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Pune, Maharashtra, India
Hybrid
Experience:
Minimum 10 years of overall professional experience.
Minimum 2 years of relevant experience in a leadership/managerial role.
Preference will be given to candidates with experience in Supply Chain Management (SCM), Logistics, Transportation, or related operations.
Key Responsibilities:
Coaching and development:
• Challenges and supports direct reports in developing and implementing Customer service Strategy and adhering to global standards.
Performance:
Own and maintain the customers shipping and logistic needs E2E. build relationship and enhance business for the organization.
Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.
Continuously driver to reduce waste in the processes, by analyzing (speaking with) data and recommending improvements to relevant parties.
Deliver improvements to key processes to improve productivity and service levels to get on time delivery and pro-active notification to the customer
To manage team’s performance against KPIs and take corrective action where necessary
To contribute to team’s optimal performance
To contribute to continuous improvement of processes within scope of responsibility
Drive process efficiency, improve complaint resolution timeliness, optimize by challenging business rules/limitations and improve end-to-end service delivery to customers
Empower the team to suggest alternate viable solutions and actively resolve customer complaints within stipulated timeframe
Build strong and collaborative relationships with customers and confidence in SCM product
Capture and be Voice of Customer frequently and provide feedback to the team to improve SCM performance and customer experience
Share best practices and knowledge
Develop, engage and motive team people
Accountability
On time delivery of all the shipments and system updates by meeting the KPI
Customer satisfaction incl. CSAT score /KCXI
Proactive approach to clients and stake holders in case of delays
Required experience & skills
Operational Efficiency & Customer Service Experience
Rich experience in managing large Operations / Customer service teams with rich knowledge in the logistics sector
Understanding of commercial framework and documentation related to the process
Across all the logistics products & processes- Sea, Air and interaction skills with high-level of customer orientation
Ability to work and thrive in a flexible matrix organization with focus on networking
Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
Good communication skills and Strong stake holder management.
Handle service escalation / requests from internal/external customers
Assist customers with their issues keeping close communication with our internal teams in order to ensure prompt exception handling.
Deliver customer experience and manage the cost efficiently.
Drive for Results
Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
Passion for customer service and cost leadership with strategic thinking
Well-organized when working under pressure
Proactive and exhibits excellent problem-solving capabilities
People Development
Ability to attract, develop & retain talent in the organisation
Criteria for Success
Business understanding.
Result oriented;
Ability to drive changes;
Value and ethics compliance;
Engage with people and enable them to perform
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 accommodationrequests@maersk.com.
