Customer Experience Supervisor -Supply Chain Management – Santos

Join us as we embark on a digital transformation that will revolutionize the logistics business: you will play a vital role in our success, managing the customer experience and building a successful track in your career.

The core purpose of the Customer Experience Supervisor is to ensure delivery of companies’ value proposition on its customize customer segments: through excellent customer service & operations delivery. The CX Supervisor is responsible to drive profitability through high quality customer service & continuous improvement that support company strategy of differentiation vs competition.

This position will lead customer experience logistics in the country aiming to standardize operations for pre defined customers and keeping the right balance in delivering service with efficiency respecting local country needs and local knowledge;

This position:

• Leads team of Customer Service Analysts & International Logistics Operations teams for Key Customers;
• Acts as a 2nd level escalation over dealing with queries from our largest customers;
• Will be responsible for:
• Customer Service and Operations deliverables in the country, ensuring appropriate service to customers,
• Cross sell/up sell leads & customer retention,
• Focusing on cost savings/process optimization/improvements.
• Ensure Organization is designed optimally, ensuring sufficient Org Depth and Succession Planning & talent development;
• Overall responsible for new process design and changes to existing process designs ensuring high customer satisfaction levels and customer retention;

Key Responsibilities

• Daily operation driving team on delivery & maintenance:
• Ensure overall shipment/logistics transports (ocean,air,road) visibility and data quality are accurate and timely attending customer SLA’s;
• Planning shipment transportation mode (air,sea,road) with overseas office and documentation verification and auditing;
• Planning with vendors/ shippers (Vendor coordination);
• Execute booking with logistics partners;
• Freight Auditing (international & national trade) & Query Resolution with suppliers;
• Manage and advise on 3PL`s performance;
• Build and share visibility report to respective transport suppliers part of customer logistics chain;
• Analyse and revise volume forecast reports to adjust weekly schedule (international and national);
• Be responsible for ensuring that the quality of service is maintained at the highest possible standards for the customer within Maersk or customer systems;
• Standard Operations Procedures and Internal Operational Procedures are strictly adhered and updated;
• To meet customer quality Key Performance Indicator targets and lead customer meetings;
• To define continuous improvement opportunities on logistics process;
• Strong Customer Service mindset;
• Work with the Account Manager to establish and strengthen customer relationship;
• Strongly support Customer Implementation to onboard new clients/services;
• Drive optimization projects for Country;
• Financial Management processes knowledge relating exception on credit approval process, invoicing / dunning, and job file profitability management
• Onboard and train new staff in accordance to company and customer parameters;
• Manage Team`s Capacity, build and lead strong and effective diverse teams working on talent development;

Who we are looking for

• Fluent Portuguese,English and Intermediate Spanish;
• Strong people management skills;
• At least 5 years’ experience in a large Operations;
• Customer Service teams with minimum 3 years experience in the Logistics sector with Customer facing experience;
• University degree Experience;
• Proficient in the use of Microsoft Office packages and in particular, Excel and Power BI is a plus;
• International Trade and Incoterms – Imports & Exports knowledge;
• Experience in logistics or freight forwarding operations;
• Working knowledge in SAP is a plus;
• Performance meeting background & presentation skills are required;
• New client implementation is a bonus point;

Disposition

• Forward thinking
• Result Oriented
• Positive / ‘Can do’ attitude
• Well-organized when working under pressure
• Open for suggestion and willing to share

At Maersk we value the diversity of our talents and will always strive to recruit the best person for the job. We value diversity in all its forms, including – but not limited to – gender, age, nationality, race, sexual orientation, disability, or religious beliefs. We are proud of our diversity and to see it as a true source of strength for building high-performance teams.

About Us

A.P. Moller-Maersk is an integrated container logistics company that works to connect and simplify our customers’ supply chains. As a global leader in transportation services, we operate in 130 countries and employ about 70,000 people.

With an offer of end-to-end products and digital services, continuous customer engagement and a superior end-to-end delivery network, we enable our customers to trade and grow by transporting goods anywhere in the world. Learn more about us: https://www.maersk.com

Maersk is committed to equal employment opportunity and providing reasonable accommodation to applicants with physical and/or mental disabilities. We value diversity and prohibit discrimination against any candidate based on race, color, gender, sex, age, religion, creed, nationality, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information or any other characteristic protected by federal, state, or local law.