Ocean Customer Experience Team Leader
Core
Lead the Ocean Customer Experience team to ensure exceptional service delivery, drive customer satisfaction, and resolve escalated concerns across all touchpoints.
Role type
Senior Customer Experience Team Leader
Builds
Customer service operations and experience for global trade logistics
Domain
Logistics / Supply Chain / Shipping
Required skills
Team leadership, Customer service excellence, Performance monitoring, Process improvement, Customer advocacy, Quality assurance, Cross-functional collaboration, Data analysis, Salesforce proficiency
Preferred skills
Logistics industry experience, Midshift availability
Technologies
Salesforce, GCSS, COMET, SOLAR, Microsoft Office
Responsibilities
Lead and develop the CX team, Monitor team performance and analyze customer feedback, Resolve escalated customer concerns, Implement corrective actions to improve service processes, Ensure high levels of customer satisfaction and loyalty, Collaborate cross-functionally
Seniority
Senior, hands-on IC