Maersk Looking for Customer Experience Manager – Lead Logistics (SCM & CCL) at Mississauga, ON Full Time

The primary scope of this role is Supply Chain Management and Cold Chain services. The Customer Experience Manager is responsible for delivering Maersk’s value proposition through excellent customer service delivery to single and multicarrier customers. He/She is expected to lead by example, inspire and energize and build a high performing team.

The CX Manager leads the client facing teams of Logisitcs Specialists who act as the single point of contact for the customers and are focused on query resolution, escalation management, coordination with the Product, and Commercial Management, for the respective customer segments. This position also holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to the customers. The Customer Experience Manager is responsible to optimize profitability of our accoints and works closely within the organization for the implementation of any new customer program developments and project implementations.

This position will be based in Toronto, Canada.

We offer

We offer you an exciting global career at the forefront of world trade.

Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy…

We’re proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day.

When you join our team you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view through our international job postings. We offer competitive compensation and benefits for full-time employees including health, dental and vision insurance, paid time-off – and our parental leave policy is recognized world-wide as one of the best in the industry.

Global scope

Every company, every country wants access to a competitive shipping, logistics and port system – and our people have created one company that offers one, easy-to-use solution to all their shipping needs.

Maersk is unique

Maersk is uniquely positioned to play a significant role in global trade, creating opportunities that help countries, companies and people succeed. Our vision is simple: Maersk is the global integrator of container logistics, connecting and simplifying our customers’ global supply chains. We do this through the global scale of Maersk, the world’s largest shipping line; our Logistics and Services expertise that help customers manage their global supply chains; and through our port operator, APM Terminals, one of the largest container terminal operators in the world with the most strategic locations to serve global supply chains.

Join us and play an important role on our team lifting global trade every day!

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Key responsibilities

• Lead and coach the team on a daily basis
• Regularly monitor team performance and address or escalate shortfalls
• Responsible for ensuring the teams are properly trained to execute the best performance
• Ensure customer requests are being handled timely and with constant care
• Drive ownership and proactivity
• Improve customer and team satisfaction while promoting employee engagement and customer satisfaction as measured by NPS
• Improve submitted data quality through compliance checks
• Provide for and maintain good team atmosphere
• Internal / External Stakeholder management
• Build Strong Customer Relationships
• Stakeholder Management
• Leadership/Talent Management
• Market Intelligence
• Proactively monitor team capacity
• Responsible for hiring processes and talent development
• Accountable to ensure that all products and services are delivered in line with agreed standards and will ensure that the customer and/or their nominated representatives and partners are kept informed of all relevant deviations.
• Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies.
• Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through proactive and/or reactive resolution handling and Issue resolution ownership. Process improvement focus is essential…look for waste.
• Understand and be familiar with KPIs and act in line with set targets. Drive continuous improvements opportunities and opportunities to lower costs
• Monitor agreed service levels and identify the root cause when targets are not met, advise management of potential service failures and / or trends.
• Always perform in a manner consistent with and loyal to the A.P. Moller – Maersk values.
• Proactive exception Management

We are looking for

Education and Experience:

• Bachelor’s Degree with at least 5 years of functional experience in transportation or logistics required. At least 5 years experience in managing large Operations / Customer service teams
• Solid SCM / Shipping operations background
• Client or Program Management experience

Technical Skills and Competencies

• Understanding of legal / commercial framework and documentation related to contracts of carriage for AIR, FCL, LCL, Intermodal transport, and international trade
• Excellent written and verbal communication skills
• Customer and people oriented
• MS Office tools, data analytics and reporting
• A strong execution minded individual with financial technical skills, analytical ability, good judgment and strong operational focus including analytical and troubleshooting skills
• Knowledge of logistics market
• Focus on delivering high quality work
• Excellent conflict resolution and problem-solving skills
• Experience of working with wide variety of complex operational and commercial challenges

Relocation assistance is not available. Candidates must have work authorization to be able to work in Canada.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

A.P. Moller – Maersk is an integrated container logistics company working to connect and simplify its customer’s supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere – all over the world.

Canada Mississauga Local Supply Chain/Logistics Operations

Last application date: 30/3/2022