Lead Logisitics Customer Experience And Operations Specialist

A.P. Moller - Maersk; Pasig; On-site; PHP 335,000 - 502,000; Full time

Job summary

Maersk in Pasig, Philippines is seeking a Customer Service Agent to own the end-to-end shipment process, manage customer experiences, and coordinate with internal stakeholders to resolve issues quickly.

You will respond to inquiries, update SOPs, build strong customer relationships, identify upselling opportunities, and drive service delivery excellence while maintaining data quality.

Qualifications

• Experience in export logistics, 4PL or Control Tower operations.
• Fluent in English (spoken and written).
• Result-oriented, proactive, and persistent.
• Able to work under pressure with quality focus.

Responsibilities

• Deliver a best-in-class Customer Service experience for end-to-end shipments.
• Respond to enquiries in a timely and accurate manner.
• Ensure smooth execution of end-to-end shipments and exception management.
• Regularly review and update SOP/IOPs to improve processes.
• Build strong relationships with customers and understand their business needs.
• Own customer issues and drive urgent, responsible resolutions.
• Identify opportunities to improve ways of working and drive service delivery excellence.
• Maintain high-quality data standards for all assignments managed.
• Proactively follow up and keep customers informed of issues or changes.
• Support KPI achievement and identify upselling opportunities.

Skills

Customer service

English fluency

Relationship building

Problem solving

Data quality

Upselling

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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