Customer Experience Supervisor

Full time na a Laimoon Verified Company no Saudi Arabia

Publicado em May 2, 2024

Detalhes do emprego

Leading the team of Customer Service agents at Maersk Logistics Park (MLP). Ensuring seamless and effective customer service processes in accordance with customer's SOPs and SLA. Maintaining a positive relationship with customer(s) by close interaction and fast reaction to any issues related to customer(s) operations. Stakeholder for the customer towards operations, internal and external service providers such as customs, distribution, others. Effective people management and asset management will deliver seamless quality and customer satisfaction. The supervisor is responsible for development and implementation of new procedures and processes to improve ongoing tasks and processes. Responsible for: Customers • Be the voice of the customer on site ensuring issues and concerns are spotted in time to fix. • Be the first point of escalation for internal and external customers • Ensure seamless and effective customer service processes in accordance with customer's SOPs and SLA • Translate contractual obligations into operational tasks • Work with relevant teams on new customer implementation People • Determine roles & responsibilities of the team within his/her scope to achieve business objectives • Responsible for mentoring, coaching, performance review feedback, conducting disciplinary actions, and interviewing new employees • Develop talent and encourage leadership growth amongst employees • Drive engagement of the team Ensure the team is aware of and comply with company, government, and customer policies, procedures, and regulations by engaging the right functions to deliver trainings as needed. Operational Excellence • Interface with Operations to ensure operational readiness for all incoming and outgoing transactions. • Update and monitor the systems for all account activities to ensure accuracy, completeness and condition/status of shipments. • Leverage continuous improvement methods to enhance process accuracy Product • Communicate with Management about ideas and solutions for continuous improvement • Communicate with Management about any concerns and/or issues related to customer queries that may the service quality and execution. Communicate with Management about any concerns and/or issues related to customer queries that may the service quality and execution. HSSE • Communicate to and train employees in HSSE processes and how to carry out their role safely ensuring training records are in place. Critical Competencies • Analytical, problem solving, and organizational skills. • Demonstrated experience working with customers to improve business operations and results. • A leader who can build a strong team. • People and talent development experience • Work experience as a Customer Service team leader or supervisor in warehousing industry or a similar • Proficient with MS Office programs and strong overall system skills (YMS, TMS, WMS). • Able to work with multiple customers, while maintaining attention to details. • Strong verbal and written communication skills • Fluent in Arabic and English languages 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

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