Lead Logistics WESFARMER OPS Team Leader 1

Overview

Lead the SCM commercial team, owning the SCM business and enhancing customer satisfaction by resolving operational issues.

What you'll do

• Challenge and support direct reports in developing and implementing customer service strategy and adhering to global standards.
• Own and maintain customers' shipping and logistics needs end to end; build relationships and enhance business for the organization.
• Monitor performance against established KPIs and budgets, take corrective action when necessary and exceed where possible.
• Drive continuous improvement by analyzing data, reducing process waste and recommending improvements to relevant parties.
• Deliver improvements to key processes to increase productivity and service levels, ensuring on-time delivery and proactive customer notification.
• Drive process efficiency, improve complaint resolution timeliness, challenge business rules/limitations and improve end-to-end service delivery.
• Empower the team to suggest alternative viable solutions and actively resolve customer complaints within the stipulated timeframe.
• Build strong, collaborative customer relationships and confidence in the SCM product.
• Capture the voice of the customer and provide feedback to the team to improve SCM performance and customer experience.
• Share best practices and knowledge; develop, engage and motivate team members.
• Be accountable for on-time delivery of all shipments and system updates by meeting the KPI, customer satisfaction including CSAT score/KCXI, and proactive communication with clients and stakeholders in case of delays.
• Handle service escalations and requests from internal and external customers; assist customers with issues through close communication with internal teams for prompt exception handling.

What you'll need

• Minimum 10 years of overall professional experience.
• Minimum 2 years of relevant experience in a leadership/managerial role.
• Rich experience managing large operations or customer service teams with strong knowledge of the logistics sector.
• Understanding of commercial framework and documentation related to the process.
• Knowledge across logistics products and processes: sea, air.
• High-level customer orientation and interaction skills.
• Ability to work and thrive in a flexible matrix organization with a focus on networking.
• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment.
• Good communication skills and strong stakeholder management.
• Passion for customer service and cost leadership with strategic thinking.
• Well-organized when working under pressure; proactive with excellent problem-solving capabilities.
• Ability to attract, develop and retain talent.
• Drive for results: conveys a sense of urgency, drives issues to closure, and persists despite obstacles and opposition.

Nice to have

• Experience in Supply Chain Management (SCM), Logistics, Transportation, or related operations.