Customer Experience Team Lead

Maersk•Charlotte, NC

3d•Remote

About The Position

This dual-purpose role will provide Ocean and SCM support for our Key Client customer while leading day-to-day team operations. Responsibilities include managing team escalations, driving service excellence and KPI performance, supporting team development, and providing guidance on complex ocean-related operational issues. The role will partner with internal and external stakeholders to deliver customer-focused supply chain solutions and operational excellence.

Requirements

Maersk systems
Excellent written and verbal communication skills
Microsoft Office Products – Excel, OneDrive, Outlook, PowerPoint, Teams, and Word
Troubleshooting skills
Organizational and Time management skills: prioritizing, planning work activities efficiently to meet deadlines and high-level goals.
Initiative: Identifying what needs to be done and doing it before being asked or before the situation warrants it
Stakeholder and relationship management: Ability to build good working relationships (internal and external)
Team player with proven ability to work under pressure
Bachelor’s Degree, Diploma or equivalent OR 2 years of functional experience in transportation or logistics required.
Excellent communication skills, the ability to work under pressure, and to work independently
2-3 Years of relevant experience in Ocean and SCM

Responsibilities

Understand the supply chain account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs
Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Program Manager, or Customer Service Manager, where applicable.
Communicate professionally with our customers, their vendors and suppliers.
Maintain IOPs, SOPs and KPIs in accordance with business changes.
Build long term relationships with our customers and internal stakeholders including the Global Service Centre (GSC).
Prepare and present KPIs and other program initiatives to internal Maersk stakeholders.
Support the Program Manager/Customer Service Manager (where applicable) by providing ideas for process improvements.
Provide program guidance, training and coaching to Maersk colleagues, including the GSC teams and our overseas offices.
Train to become an advanced user in key applications and systems used to support our customer’s scope of work.
Be engaged in daily huddles and team meetings.
Collaborate within team, Customer Service organization and overseas offices.
Achieve and perform against measurable goals and objectives defined by management.
Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies.
Performs other position related duties as specified by management
Oversee daily team operations to ensure service excellence and KPI attainment.
Provide professional development support.
Conduct regular connects with individual team members and help facilitate team meetings to reinforce accountability and engagement.
Manage workload balance and escalation support.
Drive a culture of ownership, collaboration, and continuous improvement.
Partner with the current SCM KC owner to drive customer solutions and strategic alignment.
Ensure daily SCM operations are managed effectively, mitigating negative customer impact.
Monitor service performance and proactively address risks or disruptions.
Serve as an escalation point for complex SCM-related matters.
Maintain technical ownership through customer-specific reporting and dashboard review.
Provide insights and recommendations based on data trends and operational performance.