Job Description

This role is responsible for managing operations for MCL & CCL within GSC, ensuring high-quality service delivery across customer lifecycle activities including onboarding, case management, contract handling, and dispute resolution.

The position combines operational execution with people leadership responsibilities, ensuring that customer requirements are fulfilled efficiently while maintaining service excellence. The role operates within defined processes but requires decision-making and supervision for complex cases, while driving team performance, stakeholder engagement, and continuous improvement

Key responsibilities

• Manage end-to-end customer experience operations for MCL & CCL processes.
• Oversee customer onboarding, case management, and query resolution activities.
• Ensure effective contract management and dispute handling in line with policies.
• Lead day-to-day team operations, assigning priorities and ensuring timely task completion.
• Drive service delivery performance against KPIs such as TAT, quality, and customer satisfaction.
• Manage escalations and ensure timely resolution of complex customer issues.
• Coordinate with cross-functional teams including operations, finance, and commercial teams.
• Ensure adherence to defined processes, SOPs, and service standards.
• Coach, mentor, and develop team members & SMEs
• Monitor performance, conduct appraisals, and support employee lifecycle activities.
• Identify process improvement opportunities and support automation/standardization initiatives.
• Support transition activities, knowledge transfer, and stabilization of new processes.

Accountabilities

• Delivery of consistent and high-quality customer experience services.
• Achievement of KPIs including turnaround time, quality, and customer satisfaction.
• Effective team management including performance, engagement, and development.
• Timely resolution of customer queries, cases, and disputes.
• Compliance with customer service standards, policies, and procedures.
• Continuous improvement in service delivery and operational efficiency.

Required qualification, experience & skills

• Min 6 years’ experience in Customer Experience, Logistics, Cold Chain Logistics or Supply Chain operations.
• Prior experience in managing teams and handling customer-facing roles.
• Strong understanding of case management, onboarding, and dispute resolution processes.
• Good leadership, coaching, and people management skills.
• Strong communication and stakeholder management capability.
• Ability to handle escalations and work in a fast-paced environment.
• Problem-solving and decision-making skills within defined frameworks.

Required Business/ Technical Knowledge

• Knowledge of logistics and supply chain processes (MCL & CCL preferred).
• Understanding of customer experience tools and CRM/case management systems.
• Familiarity with contract and dispute handling processes.
• Awareness of operational KPIs and service delivery frameworks.

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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