AP Moller – Maersk Hiring for Customer Experience Supervisor t مكة مِينَاء جِدَّة الإِسْلامِيّ السعودية Full Time

Leading the team of Customer Service agents at Maersk Logistics Park (MLP). Ensuring seamless and effective customer service processes in accordance with customer’s SOPs and SLA.

Maintaining a positive relationship with customer(s) by close interaction and fast reaction to any issues related to customer(s) operations. Stakeholder for the customer towards operations,

internal and external service providers such as customs, distribution, others. Effective people management and asset management will deliver seamless quality and customer satisfaction. The

supervisor is responsible for development and implementation of new procedures and processes to improve ongoing tasks and processes.

Responsible for:

Customers

• Be the voice of the customer on site ensuring

issues and concerns are spotted in time to fix.

• Be the first point of escalation for internal and

external customers

• Ensure seamless and effective customer service

processes in accordance with customer’s SOPs

and SLA

• Translate contractual obligations into

operational tasks

• Work with relevant teams on new customer

implementation

People

• Determine roles & responsibilities of the team

within his/her scope to achieve business

objectives

• Responsible for mentoring, coaching,

performance review feedback, conducting

disciplinary actions, and interviewing new

employees

• Develop talent and encourage leadership

growth amongst employees

• Drive engagement of the team

Ensure the team is aware of and comply with

company, government, and customer policies,

procedures, and regulations by engaging the

right functions to deliver trainings as needed.

Operational Excellence

• Interface with Operations to ensure operational

readiness for all incoming and outgoing

transactions.

• Update and monitor the systems for all account

activities to ensure accuracy, completeness and

condition/status of shipments.

• Leverage continuous improvement methods to

enhance process accuracy

Product

• Communicate with Management about ideas and

solutions for continuous improvement

• Communicate with Management about any

concerns and/or issues related to customer queries

that may the service quality and execution.

Communicate with Management about any concerns

and/or issues related to customer queries that may

the service quality and execution.

HSSE

• Communicate to and train employees in HSSE

processes and how to carry out their role safely

ensuring training records are in place.

Critical Competencies

• Analytical, problem solving, and

organizational skills.

• Demonstrated experience working with

customers to improve business operations

and results.

• A leader who can build a strong team.
• People and talent development experience
• Work experience as a Customer Service

team leader or supervisor in warehousing

industry or a similar

• Proficient with MS Office programs and

strong overall system skills (YMS, TMS,

WMS).

• Able to work with multiple customers, while

maintaining attention to details.

• Strong verbal and written communication

Skills

• Fluent in Arabic and English languages

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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