Job Description

Opportunity


Has responsibility for Issue Resolution workstream within OTCX team.

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 team's 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:

Bachelor's 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.



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