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.

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