Maersk Line - Manager - Customer Service

This role will report into the Regional Managers for Customer Service in South India. As a leader, you will be responsible for Customer Care activities for your portfolio of customers and managing a team through Maersk Line's continued transformation journey. You will work closely with stakeholders in Sales, Trade & Marketing to drive yield and volumes, be fully accountable for the performance of your team including customer experience delivery as well as the coaching and personal development of the individual staff members within the team

We Offer

In this role, you will learn and acquire the following skills and competencies:

- Customer Care Best Practices

- Insights into Trade and the EXIM market of India

- Process leadership including continuous improvement and optimization of resources

- Change management skills

- People management and leadership skills

You will have the opportunity to work with leading customers in your region and country and your role will have a direct impact to the continuous success of India cluster.

Who we are looking for

- Master's degree or above

- Customer focus and excellent business acumen.

- Previous work experience as a leader in Customer Care would be ideal.

- At least 5 years- experiences, preferably with leadership responsibilities and proven abilities in building effective teams.

- Have an interest in learning more about ocean products and inland logistics with an ability to interpret and share quality market intelligence.

- Someone who is interpersonal savvy and has organizational agility.

- Process driven, preferably with Green Belt certification.

- Have strong self-initiative and be result driven.

- Fluent in spoken and written English.

Key Responsibilities

- Develop a professional and customer focused Customer Care team through role-modelling, leadership and coaching.

- Actively drive proactive behavior to drive a best-in-class service experience for the customer

- Build a highly engaged and motivated team by managing boundaries, allocating resources and provide challenging and stretching tasks and assignments to develop the team's customer care competencies and ensure competencies and requirements are maintained from both the perspectives of operational execution, backup and contingency cover.

- Drive commercial intelligence within own team. Attend regular or ad-hoc joint sales call with sales team to understand customer needs.

- Monitor, review and provide feedback to Sales and TNM on customer performance to drive yield and volume