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 M anager

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

3 rd 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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