Customer Service Export Team Leader

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Customer Service Export Team Leader
HamburgLocalCustomer ServiceRef.: ML-147816
The role of the Team Leader within the Customer Service organization is to lead, guide and shape his/her team. This includes being fully responsible (and accountable) for the performance of the team, including the customer experience being delivered, the quality of process execution / improvement and the coaching and personal development of the individual staff members within the team. While serving as first escalation point for issues, it’s not in this role to actively handle day to day team tasks.
We Offer
• Become a member of the Maersk Line Group, undisputed leader in the shipping industry.
• Be part of a young professional and motivated team
• Education and training (sales, communication, IT, shipping) from internal/external partners
• Personal and professional development
• Career development opportunities
• Competitive salary with fringe benefits
Key Responsibilities
Team Performance:
•Continuously monitor the customer experience / Voice of Customer
•Use data coming from Case Management and CTI to Continuously monitor team performance against established KPIs and other targets
•Drive continuous improvement of the process performance and team efficiency by use of visual management systems (within the framework set by CENCS)
•Be the first point of escalation for any problems or issues encountered by any member of the team
•Promptly elevate problems / issues preventing the team from reaching agreed KPIs / targets
•Apply PEX tools/methodology where applicable
Coaching and development:
•Support and coach team members on a day to day basis.
•Identify coaching opportunities in the CRM system to continuously elevate team members’ capabilities to manage customer experience
•Act as CARE emotional competencies trainer and champion
•Conduct periodic performance review sessions with team members. This include mid-year and full year appraisals.
•Combine regular and scheduled coaching sessions with ad- hoc integrated coaching sessions.
•Safeguarding and promotions of EES initiatives on a team level
•Ensure the role competencies and requirements within the team are maintained from both the perspectives of operational execution, back-up and contingency cover.
Commercial Intelligence:
•Drive all aspects of Commercial intelligence within the team and share knowledge to other teams. This includes driving customer and industry knowledge within the customer service organization
•Ensure commercial actions deriving from MLOS are carried out within the team and the feedback is passed to the relevant stakeholders.
Best practise sharing:
•Actively form part of the customer service management team, sharing views, ideas and experiences on how to further improve both team and departmental performance.
Values:
•Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.

Who we are looking for

•Industry experience (internal and external)
•Commercial experience (sales or customer service)
•Prior management experience.
•Ability to work with data
•Strong coaching skills
•Continuous improvement mindset
•Play to win mentality
•Customer Centric Attitude
>Last application date: 06 September 2017.
For further information, please contact: .
Maersk Line is the world’s largest container shipping company, known for reliable, flexible and eco-efficient services. We operate 610 container vessels and provide ocean transportation in all parts of the world. But not only do we power some of the world’s largest ships – we also propel the growth ambitions of businesses and individuals all over our planet. Every day our 7,000 seafarers and 25,000 land-based employees at 374 offices share their expertise with our customers around the world to optimize their supply chains, maximize their distribution networks and most of all realize their business potential. We are devoted to creating simple and reliable solutions for our partners, continuously lifting industry standards and enabling global trade in the most sustainable manner possible. What we do is more than shipping. We deliver promises. Promises from customers and businesses all over the world.
 Maersk Line is the world’s largest container shipping company, known for reliable, flexible and eco-efficient services. We operate 610 container vessels and provide ocean transportation in all parts of the world. But not only do we power some of the world’s largest ships – we also propel the growth ambitions of businesses and individuals all over our planet. Every day our 7,000 seafarers and 25,000 land-based employees at 374 offices share their expertise with our customers around the world to optimize their supply chains, maximize their distribution networks and most of all realize their business potential. We are devoted to creating simple and reliable solutions for our partners, continuously lifting industry standards and enabling global trade in the most sustainable manner possible. What we do is more than shipping. We deliver promises. Promises from customers and businesses all over the world.
 
 
All the way.