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APM Terminals
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Team Leader

Team Leader

APM Terminals

15 - 20 years

12 - 14 Lacs

mumbai

Posted:2 hours ago| Platform:

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Skills Required

supply chain management operational excellence networking process improvement customer service customer engagement scm operations logistics process management

Work Mode

Work from Office

Job Type

Full Time

Job Description

The role leads the Supply Chain Management (SCM) Commercial team with full ownership of the SCM business, ensuring operational excellence and customer satisfaction. The position requires driving efficiency, resolving operational issues, and enhancing customer experience while building strong business relationships. The leader will oversee end-to-end customer logistics needs, manage team performance against KPIs, and contribute to continuous process improvement.

Key Responsibilities

Coaching & Development:

Challenge and support direct reports in developing and implementing customer service strategies aligned with global standards.
Develop, engage, and motivate team members while sharing best practices and knowledge.
Empower the team to suggest alternate viable solutions and resolve customer complaints within stipulated timelines.
Foster strong collaboration and engagement to build confidence in SCM products.

Performance & Process Management

Own and maintain customers shipping and logistics needs end-to-end.
Monitor performance against KPIs and budgets, taking corrective action where necessary and exceeding expectations where possible.
Drive waste reduction by analyzing data, recommending improvements, and implementing process efficiencies.
Deliver improvements to enhance productivity, on-time delivery, and proactive customer notifications.
Ensure timely system updates and manage accountability for shipment delivery.
Contribute to continuous improvement initiatives within the scope of responsibility.
Optimize complaint resolution timelines and improve end-to-end service delivery.

Customer Engagement & Accountability

Build strong, collaborative relationships with customers, acting as the Voice of Customer to enhance performance and customer experience.
Ensure high levels of customer satisfaction, including CSAT/KCXI scores.
Proactively communicate with clients and stakeholders in case of delays or exceptions.
Handle escalations and assist customers by closely coordinating with internal teams for prompt resolution.
Deliver a balance between excellent customer experience and cost-efficient operations.

Operational Leadership

Ensure accountability for on-time delivery and KPI adherence.
Lead the team to consistently meet performance standards and contribute to organizational growth.
Uphold ethics, values, and compliance in all areas of responsibility.
Effectively communicate and present to stakeholders in a multicultural environment.

Required Experience & Skills

Strong background in operational efficiency and customer service within logistics.
Proven experience managing large operations/customer service teams across logistics products (Sea, Air, etc.).
Knowledge of commercial frameworks and process-related documentation.
Ability to work in a matrix organization with strong networking skills.
Excellent stakeholder management, communication, and problem-solving abilities.
Skilled in handling escalations, exception management, and customer engagement.
Strategic mindset with a passion for cost leadership and customer service.
Ability to thrive under pressure while remaining well-organized.
Ability to attract, develop, and retain talent within the organization

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Team Leader