Senior Cargo Care Lead

hace 3 días

Campo de Caso, Asturias, España A.P. Moller - Maersk A tiempo completo

Cargo Operations Manager

As a key member of the Care organization, you will play a pivotal role in ensuring the seamless flow of cargo operations. Your primary focus will be on customer obsession, operational excellence, and senior stakeholder management.

Key responsibilities include:

  • Overseeing the entire cargo care process, from customer engagement to operational execution
  • Identifying and addressing system/product bottlenecks and maintaining synchronization with Area Business Plans
  • Collaborating with Hubs Customer solutions lead to co-execute and recommend VAS products
  • Driving ISR improvement analysis to bridge knowledge gaps within OTCS & CX teams
  • Creating and implementing procedures for Priority Handling customers

Operational Excellence & Data Analysis

Key responsibilities include:

  • Managing 35-40% of the daily execution work tasks
  • Providing recommendations to FPO and BPO for platforms and processes improvement
  • Overseeing and enhancing quality control measures for cargo care
  • Driving Cost Recovery opportunities across various business segments within Cargo flow

Senior Stakeholder Management

Key responsibilities include:

  • Engaging with Area/CX Heads to foster positive relationships and enhancing overall collaboration
  • Being the primary point of contact for senior stakeholders, understanding their needs, expectations, and concerns/escalations
  • Advocacy, Risk Management & Conflict Resolution between Area/CX & Area Delivery Team

Accountable:

  • NPS score based on area level and customer level
  • Reduction of contact per shipment
  • Improvement of LP, DP, N2W per area and customer level
  • Reduction and improvement of TP Changes quality & quantity
  • E2E ownership of seasonality and selected (PH) cargo across

Consulted:

  • Customer pain points
  • CSLS, CSAT, NPS for TbM
  • Service Delivery & End to End customer priority handling
  • Data analysis
  • Root cause analysis and process improvement
  • Predictive recommendations and suggestions

A.P. Moller - Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. We are an equal opportunities employer and welcome 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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