AdressAre you ready to lead? We are currently looking for TWO Customer Experience Team Leaders in Gothenburg!
We are looking for 2 Customer Experience Team Leaders, one for Angela's team (Lifestyle & Technology) and one for Emma's team (Retail).
Role Description:
In this role, you will report to the vertical CX Manager as an operational leader. As Customer Experience Team Lead you will be the face of our Customer Experience to our larger BCOs, being their go-to person for maintenance of operational performance and high-level coordination across all account stakeholders.
As a CX Team Leader, both your customer and internal organization trust you to lead the way in how we run their daily operations while simultaneously working proactively with longer strategic goals in mind. You are a self-starter, a confident communicator, can set clear team goals, delegate tasks and maintain deadlines. Follow-up and follow-through are key! Additionally, you are a role-model to your team with the ability to lead with energy, motivate and engage!
Key Responsibilities:
o Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires, monitor customer satisfaction across segments and partner with relevant teams to drive local improvement
o Understand the customers supply chain business requirements and the end-to-end solutions which Maersk have committed to
o Orchestrate the overall end-to-end flow for customers across all products and locations, taking ownership over client SOP/IOP and communication matrix
o Design and drive revenue optimizing opportunities
o Drive and maintain team's performance on customer facing and internal KPIs, as well as run performance reviews with customer
o Work closely with GSC/OTCX to lead and accelerate efficiency
o Lead the overall team in identification of recurring issues in delivery performance and execution of process improvements.
o Drive transformations and change management initiatives to eliminate undue complexity and shift customers experience culture from transactional customer service to consultative and value-added focused Customer Experience
What we are looking for:
o 1-2 years of customer service experience
o Strong business acumen and excellent commercial knowledge and understanding of the local market landscape
o Proven track-record of stakeholder management and leadership skills
o Excellent communication and interpersonal skills in English and Swedish
o Prioritization capabilities, well-organized when working under pressure
o Continuous improvement mindset with focus on root cause analysis
o Conflict resolution and negotiation skills
o Cost consciousess
o High proficiency in Microsoft Office Suite Applications such as excel, Power BI and able to analyze the data as this will be required to have on the daily job.
o Ability to lead independently and take own initiative
Selection is ongoing, so we look forward to your application!
Please be informed that there is no relocation package applicable for this position.
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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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 accommodationrequests@maersk.com.
