As a Cargo Care Lead, you will be a key driver in ensuring the highest standards of customer satisfaction, operational excellence, terminal collaboration, and day-to-day cargo operations.
This role demands a versatile and hands-on approach, requiring a blend of strategic thinking and operational acumen.
Your focus will be on enhancing the customer experience by eliminating unhappy flows, optimizing cargo operations, fostering collaboration with terminal facilities, and ensuring the seamless execution of day-to-day tasks.
Customer Obsession
• Participate & Drive AREA/CX collaboration calls
• Pro-active communication with shipping partners, carriers, and other stakeholders to coordinate and optimize cargo movements including KC's & PH
• Maintain SVD standards (customer promise delivery) for all PH, KC's including Maersk Acceleration & Prism customers.
• Drive Ownership on Priority Handling operational process & drive uniformity of cargo flow across region/cross regional
• Drive NPS actions alongside Care Area focal & relevant parties involved to bridge gaps in process.
• Supporting ISR improvement analysis together with Care Focal/Care Managers
Operational Excellence
• Deadlines Management,
• Short shipments and Downfall prevention (focus from vessel readiness perspective) + Assess potential cargo risk
• Emails handling within 4hrs TAT, Cases (ISR) handling within 4hrs TAT, SharePoint handling within 2hrs TAT
• Longstanding management with strong focus on key hubs and gateways
• Stay informed about relevant regulations and industry standards, law of the land.
• Drive cost ownership on Behavioral cost & Cost rejections
Terminal Collaboration
• Running cost saving initiatives with Procurement, Finance, Terminal ( Behavioral costs).
• VAS Products handling with execution team ( Flex Hubs, DIT, RIT, Maersk Control).
• Ad hoc communication with terminal for leakage, transfers, damages, claims.
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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