Customer Service Team Leader

Job Description

Join the future of logistics.
At Maersk, we want to be pioneers in logistics. We’re embarking on a bold new direction, expanding our capabilities to become a truly end-to-end logistics service that can deliver intelligent solutions for customers around the world.

We offer

At Maersk, our ambition is nothing less than to become the global leader in integrated logistics, offering a truly end-to-end service that makes trade simpler and easier than ever.
But we also need talent of all levels with just as much ambition to match. If you share our drive and commitment, the opportunities are limitless. By combining our scale and resources with an entrepreneurial mindset, we’ll give you the chance to take on bigger challenges, grow faster and develop yourself further.

Key responsibilities

• Work in conjunction with sales, product and execution team to support Customer Service request.
• Monitor and ensure response to customer enquiries is conducted by Customer Service Team member
• Troubleshoot and resolve non-routine or complex issues / escalations.
• Monitor, record and report of Service performance, Productivity, Team KPI to the Managers on timely manners
• Support the Customer Service Associate in conducting the service delivery
• Oversee and develop team through learning & development, coaching, mentoring, goal setting, periodic feedback & reviews.
• Work with HR and stake holders to ensure appropriate training is being provided for New Hires and existing staff.
• Review, develop and implement processes to meet customer and company directives.
• Participate in the hiring and interviewing process for new staff
• Ensure team maintains data integrity of systems and report.
• Develop and execute plan to ensure continuity of Customer Service process delivery in the event of unplanned absence of team members (including self).
• Ensure team focus on cost savings and Customer Service to match the organization’s strategy.

We are looking for

• Strong working experience as Customer Service in related field
• With experience as Team Leader is a plus
• Good people management skills & experience
• Good communication skills
• Good stakeholder management skills
• Solid analytical skill
• High initiative and good in process improvement