Head of LCL Operations, NAM

1 week ago

Charlotte, United States Maersk Company Limited Full time

As a company, we promote a culture of honesty and integrity, and value the trust it allows us to build with customers and employees alike. Our focus on our people is what sets us apart and keeps our customers coming back to work with us

If you are seeking to be a part of a family, this is the place for you

Summary
Oversee the less than container load (LCL) strategy for North America, focusing on optimizing processes, performance management, and effective coordination with both front and back-office support teams. Manage all aspects of Operations and Customer Service for LCL across North America. The role will be instrumental in driving GP growth, ensuring timely service delivery, overseeing vendor management, and enhancing customer satisfaction. Foster close and proactive collaboration with teams across regions, areas, and the global network while maintaining strong relationships with customers throughout the area.

Key Responsibilities

  • Oversee LCL Operations and Service Product profitability, implementing continuous improvement initiatives to enhance efficiency, reduce waste, and improve performance for both staff and customers.
  • Manage all leadership and staff functions, including recruitment, promotions, coaching, training, and professional development.
  • Maintain employee records, conduct annual performance reviews, create development plans, and handle disciplinary actions or terminations as needed.
  • Collaborate closely with Product teams to prepare the annual budget for areas of responsibility.
  • Ensure the accuracy of invoices, HAWB processing, shipping statements, and the achievement of key performance indicators (KPIs) set by the region.
  • Lead vendor relations in conjunction with Product to guarantee top-tier service levels while addressing customer inquiries and providing related customer service support.
  • Monitor and control ground cost margins, preparing monthly activity and revenue reports.
  • Maintain proactive communication with customers and overseas offices.
  • Assist with daily operational tasks as needed.
  • Support processes related to LCL freight operations and services, including revenue management, finance tasks, compliance, claims handling, file management, systems testing, and implementation coordination.
  • Perform any other duties as assigned by the direct leader to meet business needs.
Required experience & skills
  • Minimum of 10 years' experience in the logistics and supply chain industry.
  • Minimum of 5 years leading people and processes experience required.
  • Management of process improvement and process reviews required.
  • Strong leadership, communication, and presentation skills.
  • Excellent collaborator and team player and team builder.
  • Influencing and engagement skills.
  • Excellent communication skills.
  • Coaching and management skills; able to train, coach and develop LCL Specialists and LCL Leads/Leaders and Managers
Parameters for Success (key measures)
  • KPIs include, but are not limited to, on-time service performance, timely data entry, and prompt cost and revenue accrual, all measured at 95% or higher.
  • Gross profit management.
  • Gross profit per file management.
  • Employee connection survey and engagement levels.
  • Productivity measured by files per full-time equivalent (FTE).
  • Upselling initiatives.
  • Customer churn and retention rates.
  • First Contact Resolution (FCR).


Company Benefits:

Medical
Dental
Vision
401k + Company Match
Employee Assistance Program
Paid Time Off
Flexible Work Schedules (when possible)
And more

Pay Range:

$150k-$180*

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

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.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.

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