Lead the team being responsible for SCM commercial. Ownership of SCM business and enhance customer satisfaction by providing resolution on operational issues.

Experience:

- Minimum 10 years of overall professional experience.
- Minimum 2 years of relevant experience in a leadership/managerial role.
- Preference will be given to candidates with experience in Supply Chain Management (SCM), Logistics, Transportation, or related operations.

Key Responsibilities:

Coaching and development:

- Challenges and supports direct reports in developing and implementing Customer service Strategy and adhering to global standards.

Performance

- Own and maintain the customers shipping and logistic needs E2E. build relationship and enhance business for the organization.
- Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.
- Continuously driver to reduce waste in the processes, by analyzing (speaking with) data and recommending improvements to relevant parties.
- Deliver improvements to key processes to improve productivity and service levels to get on time delivery and pro-active notification to the customer
- To manage teams performance against KPIs and take corrective action where necessary
- To contribute to teams optimal performance
- To contribute to continuous improvement of processes within scope of responsibility
- Drive process efficiency, improve complaint resolution timeliness, optimize by challenging business rules/limitations and improve end-to-end service delivery to customers
- Empower the team to suggest alternate viable solutions and actively resolve customer complaints within stipulated timeframe
- Build strong and collaborative relationships with customers and confidence in SCM product
- Capture and be Voice of Customer frequently and provide feedback to the team to improve SCM performance and customer experience
- Share best practices and knowledge
- Develop, engage and motive team people

Accountability





- On time delivery of all the shipments and system updates by meeting the KPI
- Customer satisfaction incl. CSAT score /KCXI
- Proactive approach to clients and stake holders in case of delays

Required experience & skills

Operational Efficiency & Customer Service Experience

- Rich experience in managing large Operations / Customer service teams with rich knowledge in the logistics sector
- Understanding of commercial framework and documentation related to the process
- Across all the logistics products & processes- Sea, Air and interaction skills with high-level of customer orientation
- Ability to work and thrive in a flexible matrix organization with focus on networking
- Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
- Valuable communication skills and Strong stake holder management.
- Handle service escalation / requests from internal/external customers
- Assist customers with their issues keeping close communication with our internal teams in order to ensure prompt exception handling.
- Deliver customer experience and manage the cost efficiently.

Drive for Results

- Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
- Passion for customer service and cost leadership with strategic thinking
- Well-organized when working under pressure
- Proactive and exhibits excellent problem-solving capabilities

People Development

- Ability to attract, develop & retain talent in the organisation

Criteria for Success

- Business understanding.
- Result oriented;
- Ability to drive changes;
- Value and ethics compliance;
- Engage with people and enable them to perform

Role: Team Leader, Industry Type: Courier / Logistics (Logistics Tech), Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Operations Education UG: Any Graduate read more

Key Skills Skills highlighted with ‘‘ are preferred keyskills Team Leading Team HandlingSCMLogistics

📌 Team Lead (Pune)
🏢 A.P. Moller - Maersk
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