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CX Team Leader 4PL

hace 2 meses

Ciudad de México, Ciudad de México Damco Spain SL A tiempo completo
Job Summary

We are seeking a highly skilled CX Team Leader 4PL to join our team at Damco Spain SL. As a key member of our organization, you will be responsible for driving customer experience strategy and outcomes, improving customer satisfaction, and driving teams collaboration and performance improvement.

Key Responsibilities
  • Drive Customer Experience Strategy and Outcome
    • Develop and implement customer experience strategies to drive adoption of digital solutions and improve customer satisfaction.
    • Execute cost-saving plans to deliver a consistently deflationary cost profile while maintaining excellent standards of safety and reliability.
    • Design and drive revenue-optimizing opportunities to improve business performance.
  • Improve Customer Satisfaction
    • Build strong relationships with customers to understand their business needs, drivers, and desires.
    • Monitor customer satisfaction across segments and partner with relevant teams to drive local improvement.
    • Act as a role model by representing the voice of the customers throughout the organization.
  • Drive Teams Collaboration and Performance Improvement
    • Review and update SOPs/IOPs based on frequent issues resolution/exception management.
    • Ensure good collaboration and customer experience as part of cross-functional teams.
    • Work closely with GSC to lead and accelerate efficiency.
    • Identify recurring issues in delivery performance and initiate steps to address the root cause.
  • Build and Develop a Strong Team
    • Support onboarding of new team members and coaching existing team members to move towards a productive and consultative team.
    • Drive transformations and change management initiatives to eliminate undue complexity and shift customer experience culture from transactional customer service to consultative and value-added focused customer experience.
    Key Interdependencies
    • Internal Stakeholders:
      • Program Managers for SC/Solutions opportunities and customer feedback to be escalated.
      • Area Sales and Area Product teams for cross-functional teams and high customer experience.
      • Commercial Claims & Service Recovery.
      • Finance.
    • External Stakeholders:
      • Customers.
      • External suppliers (port, hauler, customs).
      • Third Party Agents.
      • Local suppliers for inland products.
    Critical Competencies & Requirements
    • At least 3 years of experience in similar roles managing a team.
    • End-to-end knowledge of Import and Export Operations.
    • Proficient in both written and spoken English.
    • Strong business acumen.
    • Continuous growth and improvement mindset with global orientation.
    • Effective leadership and coaching skills.
    • Prioritization capabilities.
    • Cost consciousness.
    • Knowledge and relationships with key stakeholders.