As a Senior Cargo Care Lead, you will be a pivotal force in the organization, ensuring the seamless flow of cargo operations while prioritizing customer obsession, operational excellence, and senior stakeholder management. In this role, you will be an entry point in Care organization for Escalations & improvement initiatives at Area level. Your role encompasses overseeing the entire cargo care process, from customer engagement/NPS to operational execution, underlying system/product bottlenecks and maintaining synchronization with Area Business Plans. By balancing these key aspects, you will contribute to the organization's success and enhance its reputation for exceptional cargo care service between AREA & TbM organization.
Responsible, Accountable and Consulted
Customer Obsession
•Drive agenda during Weekly and Monthly Area Collaboration Call with TbM and Area.
•CSLS & NPS analysis for full TbM with ownership of actions & an E2E customer handling via SVD promise analysis.
•Collaboration with Hubs Customer solutions lead to co-execute and recommend VAS products.
•Area Business Plan execution within TbM connecting through the port complex.
•Drive ISR improvement analysis to bridge knowledge gaps within OTCS & CX teams.
•Create, Implement right procedures for Priority Handling customers
Operational Excellence & Data Analysis
•Stay active on field: Manage 35-40% of the daily execution work tasks (refer to Job details)
•Recommendations to FPO and BPO for platforms and processes improvement ( ACE,MDS, ODM, Adam).
•Oversee and enhance quality control measures for cargo care (VGM, IMO, Overweight, BHT, AHT, etc),
•Root cause analysis of unhappy flow (structural connection drops, long layover bottlenecks), SVD metrics and transport plan changes
•Drive Cost Recovery opportunities across various business segments within Cargo flow.
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Senior Stakeholder Management
•Engagement with Area/CX Heads to foster positive relationships and enhancing overall collaboration.
•Primary point of contact for senior stakeholders, understanding their needs, expectations, and concerns/escalations across all domains
•Advocacy, Risk Management & Conflict Resolution between Area/CX & Area Delivery Team
•CMT Participation: Represent Care/Area needs in CMT catalog
Accountable:
•NPS score based on area level and customer level.
•Reduction of contact per shipment.
•Improvement of LP,DP,N2W per area and customer level.
•Reduction and improvement of TP Changes quality & quantity
•E2E ownership of seasonality and selected (PH) cargo across.
•RCA and process improvement projects for respective Area.
•Cost Ownership drives across various initiatives.
•CMTs & Contingency handlings.
•Stakeholder Management
Consulted:
•Customer pain points.
•CSLS,CSAT,NPS for TbM.
•Service Delivery & End to End customer priority handling
•Data analysis.
•Root cause analysis and process improvement.
•Predictive recommendations and suggestions.
•Area Business Plan & Local Market needs.
Ocean contract and service delivery promise handlingMaersk 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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