Lead Logistics CX & Operations Senior Specialist

Be the operational escalation point, sustain and improve service quality
Drive the performance and engagement toward aligned objective.
Responsible
for:
Operational responsibility
Handle critical operation tasks: such as exceptional handling and critical assignments
Performance reports/dashboard: to monitor and enhance team performance and balance capacity
Be the first escalation point for operational issues and coach team members in problem solving, implement action plan.
Sustain team performance at high service level, eliminate cost due to service failure
Drive the continuous improvement mindset and activities in team. Seek and support for initiatives in team.
Maintain good collaboration level with stakeholders.
Leadership responsibility
Training and follow up junior members.
Enhance team members capability and productivity.
Provide performance coaching and development coaching to members.
Promote an environment of ownership, efficiency, continuous improvement and engagement.
Accountable
for
Customer satisfaction: KCX, NPS
Operational KPIs
Team performance, cost saving and productivity
Team engagement
Transformation projects
Parameters
for
success
Key metrics
Shared
KCX
Customer NPS for the Area
Individual
Productivity
Cost
Team EES
Organizational
Direct supervisor
VN GSC Manager
Direct reports
VN GSC members
Key
interdependencies
Internal stakeholders
CX team
PM/KCM
Destination team
GSC hub team
Other functions: LCL, Landside, WHS,...
External stakeholders
Customers
Vendors/shippers
3rd party suppliers
Carrier/NVOCC
Key
requirements
Bachelor's Degree Graduated
At least 3 years experience with strong understanding in logistics/SCM industry
Good knowledge and experience in SCM process, system and exceptional handling
Good communication in both English and Vietnamese
High spirit of ownership, proactiveness, customer centricity
Good in problem solving, continuous improvement mindset
Self driven, manage stakeholders and team members toward common goals
Have track record in performance management and team development is a plus
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 are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [protected info].