Lead Logistics Customer Experience And Operations - Senior Specialist SWE

A.P. Moller - Maersk; Manila; On-site; PHP 420,000 - 600,000; Full time

Job summary

Maersk Philippines in Pasig City seeks an experienced Customer Service Specialist to support end-to-end shipments, meet SLA targets, and drive operational excellence in a matrix, global environment.

You'll coordinate with internal and external stakeholders, build strong customer relationships, and apply Change Management and process improvements to enhance SCP platform adoption and customer satisfaction.

Qualifications

• Bachelor’s Degree in Logistics/Supply Chain preferred, or related field.
• Excellent English communications skills.
• Minimum 2 years of experience in Customer Service Support within logistics/shipping/supply chain operations.

Responsibilities

• Meet relevant SLAs and customer-specific KPIs.
• Adhere to standard processes and IOPs to ensure operational compliance.
• Coordinate end-to-end shipments with internal and external stakeholders.
• Act as a customer advocate and main point of contact.
• Develop understanding of customers’ business priorities and pain points.
• Share customer insights with internal teams to improve collaboration and alignment.

Skills

Lead Logistics

Change Management

Communication

Stakeholder Management

Customer Centric

Results Driven

International Experience

Education

Bachelor’s Degree in Logistics/Supply Chain

Tools

MS Office Suite

Job description

Job Description:

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.

Ensure smooth and reliable execution of BKS ( Single Carrier) by adhering to standard processes and customer-specific requirements, while meeting service level agreements and performance targets.

The role acts as a key customer contact, builds deep understanding of customer needs, and contributes to continuous improvement and digital transformation initiatives through proactive collaboration and operational excellence.

Key Responsibilities

• Meet relevant SLAs and customer-specific KPIs consistently.
• Adhere to standard processes and customer-specific IOPs to ensure operational compliance. Ensure smooth execution of end-to-end shipments by coordinating with internal and external stakeholders.
• Act as a customer advocate and key point of contact
• Actively develop a strong understanding of customers’ businesses, priorities, and pain points.
• Use customer insights to inform SMEs and identify improvement opportunities.
• Share relevant customer knowledge with internal teams to enhance collaboration and alignment.

Required Business/ Technical Knowledge

• Strong experience in Lead Logistics and overall Maersk E2E business landscape.
• Experience in Change Management.
• Strong communication, influencing and stakeholder management skills.
• Highly customer centric.
• Result driven combined with the ability to achieve results through people
• International experience, comfortable working in a matrix organization.

Specific:

• Operational performance (SLA’s)
• Productivity
• SGA
• SCP platform adoption metrics
• Customer satisfaction Metrics – like CSAT

Shared:

• Customer satisfaction (e.g. KCXi & NPS)
• Customer Retention
• SCP adoption
• Health Metrics
• Process Standardization
• E2E Cost to Serve

Who are we looking for:

• Bachelor’s Degree in Logistics/Supply Chain related fields preferred or any course.
• Excellent English communications skills..
• Minimum 2 years of experience in Customer Service Support within similar area of expertise preferred, in shipping, logistics, forwarding, supply chain operations, BPO under Logistics/Shipping/Freight Account.
• Account management execution/building customer relationships.
• Commercial knowledge.
• Must be proficient in MS Office programs such as Excel, Word, and Outlook and Powerpoint.
• Amenable to work on mid shift schedule, and WFO (Work From Office) Site-Based set up.
• Open to work in Pasig City.

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 are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].