Cargo Operations Excellence Lead

hace 6 días


Campo de Caso, Asturias, España Maersk A tiempo completo

Job Title: Cargo Operations Excellence Lead

About Maersk:

Maersk is a leading global container shipping company, recognized for its commitment to innovation, customer satisfaction, and operational excellence. We strive to deliver exceptional cargo care services that meet the evolving needs of our customers.

Salary Estimate: $120,000 - $180,000 per year

Job Description: Senior Cargo Care Lead

About the Role:

We are seeking an experienced Senior Cargo Care Lead to join our team. As a pivotal force in the organization, you will be responsible for ensuring the seamless flow of cargo operations while prioritizing customer obsession, operational excellence, and senior stakeholder management.

Key Responsibilities:

  • Drive agenda during Weekly and Monthly Area Collaboration Call with TbM and Area.
  • Analyze CSLS & NPS data for full TbM with ownership of actions & E2E customer handling via SVD promise analysis.
  • Collaborate with Hubs Customer solutions lead to co-execute and recommend VAS products.
  • Execute Area Business Plan within TbM connecting through the port complex.
  • Improve ISR processes to bridge knowledge gaps within OTCS & CX teams.
  • Create and implement procedures for Priority Handling customers.

Operational Excellence & Data Analysis:

You will manage 35-40% of the daily execution work tasks and provide recommendations to FPO and BPO for platform and process improvement. Additionally, you will oversee and enhance quality control measures for cargo care and drive cost recovery opportunities across various business segments.

Senior Stakeholder Management:

You will engage with Area/CX Heads to foster positive relationships and enhance overall collaboration. You will serve as the primary point of contact for senior stakeholders, understanding their needs, expectations, and concerns/escalations across all domains.

Advocacy, Risk Management & Conflict Resolution:

You will participate in CMTs, representing Care/Area needs, and be accountable for NPS score based on area level and customer level. You will also drive cost ownership initiatives, reduce contact per shipment, and improve LP, DP, N2W per area and customer level.

Service Delivery & End-to-End Customer Priority Handling:

You will own seasonality and selected (PH) cargo across, conduct root cause analysis and process improvement projects, and provide predictive recommendations and suggestions.

Benefits:

We offer a comprehensive benefits package, including competitive salary, health insurance, retirement plan, and opportunities for career growth and development.



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