Lead Logistics CX and Operations Team Leader
Core
Lead logistics operations and customer experience for Maersk's Chongqing team, focusing on profitability, process efficiency, and end-customer satisfaction.
Role type
Senior IC logistics operations team leader
Builds
Logistics operations processes and customer service delivery for global trade
Domain
Logistics / Supply Chain / Customer Service
Required skills
People engagement and coaching, Service Level Agreement (SLA) management, KPI design and monitoring, Root cause analysis, Process improvement, Project management, Direct customer handling, BPO/Logistics industry experience, English fluency, MS Office proficiency
Preferred skills
Agile methodology, Analytical problem-solving, Change management
Technologies
MS Office (Word, Excel, PowerPoint)
Responsibilities
Motivate and coach teams to deliver organizational outcomes, Ensure SLA compliance for timely and accurate deliverables, Monitor and improve end-customer KPIs, Collaborate with customers to resolve issues and prevent recurrence, Establish KPIs for newly migrated or offshored tasks, Continuously improve end-to-end processes for internal efficiency and customer experience, Maximize team productivity by reducing idle resources
Seniority
Senior, hands-on IC
