Lead Logisitics Customer Experience And Operations Specialist

A.P. Moller - Maersk; Manila; On-site; PHP 335,000 - 603,000; Full time

Job summary

A.P. Moller - Maersk in Manila is seeking a SCM Customer Service Agent to own the customer experience and manage end-to-end shipments in line with company procedures.

You will serve as the primary contact for key customers, coordinate with internal and external stakeholders, and strive for service delivery excellence while identifying upsell opportunities. The role requires experience in export logistics and a fluent English speaker, with a focus on data accuracy, proactive communication, and

Qualifications

• Experience in export logistics and handling 4PL or Control Tower operations.
• Fluent in English (verbal and written).
• Strong customer service mindset and organization.

Responsibilities

• Deliver a best-in-class Customer Service experience.
• Responds to all inquiries in a timely and accurate manner.
• Ensure smooth execution of end-to-end shipments.
• Exception Management & Resolutions.
• Regularly review and update SOP/IOPs.
• Build strong relationships with customers and understand their business needs.
• Own customer issues and resolve with urgency and responsibility.
• Identify improvements in ways of working to enhance service delivery and efficiency.
• Focus on high-quality data to set a high standard for all assignments.
• Proactively inform customers of issues or changes to shipments.
• Achieve KPIs and identify upsell opportunities.

Skills

Export logistics

Fluent English

Customer service mindset

Job description

Job Description

Acts as the owner of the job file and has responsibility for creating and updating of shipping documents and Customer Invoices in the system.

As Customer Service Agent, you will play a vital part in our success:

• Owns and manages the customer experience. Manages end-to-end shipment process, in compliance with relevant company procedures and agreements with customer.
• Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class Customer Service
• You will be the primary point of contact for key customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

Key Responsibilities

• Deliver a best-in-class Customer Service experience.
• Responds to all enquiries in a timely and accurate manner.
• Ensure smooth execution of the end-to-end shipments
• Exception Management & Resolutions.
• Regularly review and update SOP/IOPs.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Take ownership of the customer issues and solve in an urgent and responsible manner.
• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.
• Focuses on high-quality data to set a high standard for all the assignments managed.
• Proactively follow up and keep customer informed of any issues or changes to their shipment.
• KPI Achievement
• Identify and execute upselling opportunities.

We are looking for SCM Customer Service Agent, who you are:

• Have experience on handling export logistics, 4PL or Control Tower operations.
• Fluent in English language both verbal and written
• Result orientation mindset
• Positive, proactive, and persistent.
• Responsible and organized.
• Ability to work under pressure while keeping quality focus.

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.

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