Ocean Care Lead

Cape Town JL3: Ocean Care Lead

The Ocean Care Lead plays a critical role in ensuring seamless cargo operations, exceptional customer experiences, and strong collaboration with terminals and stakeholders. This role requires both strategic oversight and hands-on operational execution, driving "happy flows" by reducing disruptions, improving efficiency, and upholding the highest service standards.

WHAT WE OFFER:

When you join Maersk, you'll find that the world is your workplace. You'll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

Key Responsibilities :

Customer Experience

• Champion AREA/CX collaboration and drive solutions that improve customer satisfaction.
• Ensure service delivery (SVD) commitments are met for key customers, including Maersk Acceleration and Prism accounts.
• Lead ownership of Priority Handling processes, ensuring consistent flow across regions.
• Support ISR analysis with Care Focals and Managers, and drive NPS action plans to close customer gaps.

Operational Excellence

• Prevent short shipments, downfall, and rolling through proactive readiness and risk management.
• Manage longstanding containers with focus on key hubs and gateways.
• Ensure timely case and email handling (e.g., 4hrs TAT for cases, 2hrs for SharePoint).
• Drive cost ownership by monitoring rejections and behavioral costs.
• Ensure compliance with regulations, safety standards, and legal requirements.

Terminal & Partner Collaboration

• Coordinate closely with terminals to resolve issues such as leakages, damages, and claims.
• Drive cost-saving initiatives together with Procurement, Finance, and Terminals.
• Support handling of VAS products (Flex, DIT, RIT, Maersk Control) with execution teams.
• Collaborate with TCM functions on contingencies, incidents, and cargo mismanagement.

Success Metrics

• Reduction of short shipments, downfall, and dwell times.
• Improvement of longstanding ratios and transshipment performance.
• Safety compliance for DG and VGM standards.
• Higher first-resolution rates and faster ISR/SharePoint turnaround.

WHO WE ARE LOOKING FOR:

Someone with:

• Strong operational knowledge and commercial acumen.
• Problem-solving and decision-making under pressure.
• Customer-centric mindset with stakeholder management skills.
• Knowledge of ocean contracts, products, and compliance requirements.
• Analytical thinking with focus on execution and process compliance.

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.

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