Customer Experience Team Lead

Customer Experience Team Lead

Houston, TX or Charlotte, CN

(Hybrid position requiring 2-3 days in the office each week)

We Offer:

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

The opportunity:

Vestas, a global leader in the wind energy sector, is seeking a dynamic and experienced Customer Experience Team Lead to join our dynamic team. This pivotal role involves overseeing a team of customer-facing agents, ensuring optimal workflow and support processes. The successful candidate will collaborate closely with colleagues in the Global Service Centers to enhance overall customer experience.

Key Responsibilities:

• Manage team performance in areas such as email distribution & handling, escalations, stakeholder management, and port coordination/support.

• Serve as a liaison between various functional groups and customers, addressing inquiries related to Customer Service systems, procedures, and processes.

• Directly assist colleagues and customers in key areas to enhance service delivery and customer experience.

• Execute resource planning in collaboration with the Manager of Vestas Control Tower to optimize efficiencies.

• Provide regular performance feedback to colleagues for their development and departmental growth, in conjunction with the Manager of Vestas Control Tower.

• Develop and manage improvement plans for team metrics in alignment with the Manager of Vestas Control Tower.

• Guide ESS Customer Service colleagues on resolving GCSS, systems, and customs issues, and addressing customer and sales colleague concerns through training and escalation reviews.

• Identify and implement sustainable solutions for potential service failures through root cause analysis.

• Support the implementation of local and global initiatives. Foster the professional development of the Customer Service team by providing challenging assignments and demonstrating customer-focused leadership.

• Drive and support functional transformation efforts.

• Promote commercial awareness within the team and across functions and countries.

We are looking for:

• A Bachelor's degree is preferred

• 4 years experience in the logistics transportation/customer service industry.

• Supervisory experience is advantageous.

• Demonstrated leadership skills.

• Excellent interpersonal and communication skills (written, verbal, and presentation).

• Ability to establish productive internal and external relationships.

• Solutions/customer-focused perspective.

• Initiative: Proactively identifying tasks and executing them before being prompted.

• Organizational and time management skills for effective multitasking and prioritization.

• Ability to work effectively under pressure as part of a team.

Interested candidates are encouraged to submit their resume and cover letter detailing relevant experience and qualifications.

Company Benefits:

Medical

Dental

Vision

401k + Company Match

Employee Assistance Program

Paid Time Off

Flexible Work Schedules (when possible)

And more!

Pay Range: $70,000-$80,000*

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

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.

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