Counter Team Lead at Maersk

Ref.: MA-269609

Category: Customer Service

Job Description

• Maersk is looking to hire a Counter Team Lead to join our team in Lagos.
• The role of the Customer Team Lead is to own and manage the experience of Customers in all transactions at the Counter while delivering sustainable continuous improvement of that service channel.
• The Counter Team Lead is also expected to drive team engagement and implement improvement initiatives for customer experience and process efficiency.

Key Responsibilities

• Supervise the release of documents and cargo
• Ensures Counter services are delivered to customers as promised and/or proactively keep them informed of relevant deviations including proposal of solutions or alternatives.
• Proactively engage key stakeholders that provide the inputs for counter service customer experience.
• Continuously seek and implement initiatives that get the counter channel onboard the Maersk integrator journey
• Ensure proper filing discipline of all documents for ease of retrieval as may be required.
• Provide supervision for manifest process and manifest related enquiries
• Keep the team focused on making the counter channel simpler, easier and quicker for the customer.
• Drive automation and actively promote Maersk E-Com tools self-service channels.
• Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.

Requirements

We are looking for:

• Candidates should possess Bachelor's Degree
• 2-3 years experience in Customer Service or Customer facing role
• Good communication skills
• Problem solving skills with focus customer satisfaction and attention to details
• Self-motivated
• Team player
• Good organizational skills with understanding of prioritization
• Knowledge of Microsoft Office - Word, Excel, PowerPoint.
• Continuous improvement mindset.

We Offer

• An international, open and engaging working environment.
• Experience a truly value and team-based leadership
• The chance to work alongside a dynamic and motivated team of Customer Service
• A role with plenty of room to create your own impact.
• The opportunity to manage a portfolio of customers with responsibility for the end-to-end shipping process, from quoting to delivery of the cargo at destination