Customer Operations Support

American President Lines; Manila; On-site; PHP 390,600 - 613,800; Full time

Benefits offered by this job

HMO w/ 2 free dependents from day 1 of

Group Life Insurance

Medical Reimbursement (includes eyegou

Sick Leave + Vacation Leave + Bereavem

Birthday token

Annual Performance Reviews w/ salary

Annual Company Performance Bonus

Retirement fund

Job summary

CEVA Logistics is seeking a Customer Operations Support professional to coordinate end-to-end shipment execution for Air and Ocean freight, ensuring timely delivery and clear customer communication. You will work to maintain milestones, support billing processes, and comply with SOPs across operations, with opportunities for onsite customer support as required.

The role emphasizes collaboration with Operations, Sales, and support teams, handling inquiries, and maintaining documentation accuracy.

Qualifications

• 2-3 years of relevant experience in logistics, freight forwarding, or customer operations.
• Strong verbal and written communication skills in English for effective interactions.
• Able to communicate shipment status, issues, and actions clearly and professionally.
• Strong coordination skills to collaborate with Operations, Sales, and support teams.
• Service-oriented approach in handling customer inquiries, complaints, and follow-ups.

Responsibilities

• Manage end-to-end customer operational support for Air and Ocean shipments (International, Domestic, Local Transport, Customs, Shipping).
• Ensure timely execution and shipment visibility; support billing readiness and revenue recognition.
• Execute activities in accordance with Customer SOPs and Work Instructions; identify improvements.
• Monitor shipment performance and proactively address risks in a timely manner.
• Manage customer inquiries and cases through approved communication channels.
• Ensure documentation accuracy and assist with billing accuracy and compliance.
• Coordinate with internal and external stakeholders to ensure efficient shipment execution.
• Provide onsite/implant support to customers when assigned; participate in reviews and discussions.

Skills

Communication

Coordination

Customer service

Logistics knowledge

English proficiency

Job description

Select how often (in days) to receive an alert:

586683

Manila, PH

Customer Operations Support

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

At CEVA Logistics, weRise inMotion. Your career is always on the move,growingas fast and as far as your ambition takes you. Join a global team ofnearly 200nationalities, shaping the future of global trade, moving essential goods, forging new paths, and pushing boundaries to serve an ever-changing world. The pace is fast, the challenges are real, but the rewards are greater: growth, purpose, and the chance to make a meaningful impact. This is more than a job.It’sa journey on which you rise.

YOUR ROLE

To manage and coordinate end-to-end customer operational support for Air and Ocean shipments (International, Domestic, Local Transport, Customs, Shipping), ensuring accurate execution, timely communication, KPI compliance, and alignment with customer SOPs. The role acts as the primary operational point of contact for assigned customers and may include onsite/implant support when required.

WHAT ARE YOU GOING TO DO?

Customer Operations Execution & Revenue Enablement
Ensure timely and accurate execution of customer shipments from booking through completion.
Maintain operational milestones and shipment visibility while supporting billing readiness and revenue recognition processes

Customer SOP & Work Instruction Compliance
Execute all activities in accordance with approved Customer SOPs, Work Instructions, and company operating procedures.
Identify process gaps, deviations, and improvement opportunities and elevate recommendations as appropriate

Shipment Monitoring & Risk Management
Proactively monitor shipment performance and operational status.
Identify, communicate, and support resolution of service, cost, revenue, or compliance risks in a timely manner

Customer Communication & Case Management
Manage customer inquiries, requests, complaints, and service issues through approved communication channels.
Ensure customer cases are handled in line with service standards, response commitments, and documentation requirements.

Documentation & Billing Support
Ensure the accuracy and completeness of shipment documentation and related records.
Support billing accuracy, revenue protection, and compliance with internal control requirements.

Cross-Functional Collaboration
Coordinate with internal and external stakeholders to ensure efficient shipment execution, issue resolution, and customer satisfaction.

Participate in customer engagements and operational discussions as required. Onsite / Implant Support (Where Applicable)
Provide direct customer operational support and coordination when assigned to customer locations.
Maintain adherence to company governance, policies, and operating procedures.

KPI Performance, Reporting & Continuous Improvement
Monitor customer performance against agreed KPIs and service commitments.
Support business reviews, performance reporting, process improvement initiatives, and identification of growth opportunities and business risks.

Compliance & Professional Conduct
Perform all responsibilities in accordance with the Company's Code of Conduct, policies, compliance requirements, and ethical standards.
Safeguard company and customer interests through professional and responsible behavior.

Other Duties
Undertake additional responsibilities, projects, and tasks reasonably assigned by management that are consistent with the scope, purpose, and grading of the role

WHAT ARE WE LOOKING FOR?

• 2-3years relevant experience in logistics, freight forwarding, or customer operations, preferably in a multinational or customer-facing environment
• Strong verbal and written communication skills in English for effective customer and stakeholder interaction
• Able to communicate shipment status, issues, and actions clearly and professionally
• Strong coordination skills to collaborate with Operations, Sales, and support teams
• Service-oriented approach in handling customer inquiries, complaints, and follow-ups

WHAT DO WE HAVE TO OFFER?

• HMO w/ 2 free dependents from day 1 of hiring
• Group Life Insurance
• Medical Reimbursement (includes eyeglasses)
• Sick Leave + Vacation Leave + Bereavement Leave
• Birthday token
• Annual Performance Reviews w/ a chance of a salary alignment
• Annual Company Performance Bonus
• Retirement fund

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.