Lead Logistics Customer Experience & Operations Senior Specialist

Maersk Mexico; Pasig; On-site; PHP 550,000 - 900,000; Full time

Job summary

Maersk is seeking a senior-facing logistics professional for Lead Logistics operations and customer servicing in the Philippines. The role emphasizes end-to-end shipment delivery, customer understanding, and KPI-driven performance in a high-paced environment.

You will collaborate with internal teams and stakeholders, onboard and train new members, and ensure SOPs/SLAs are followed while maintaining top-tier service for key customers.

Qualifications

• Bachelor's degree in Logistics, Supply Chain, Business, or related field.
• Typically 2-5+ years of experience in logistics, customer operations, or finance operations.
• Strong experience in end-to-end Lead Logistics operations and customer servicing.
• Proven track record in delivering service performance and meeting KPIs/SLAs.
• Strong communication skills in English (written and spoken).
• Customer-centric mindset with ability to understand and respond to customer needs.
• Strong analytical and problem-solving skills.

Responsibilities

• Ensure consistent service delivery aligned with customer expectations and internal standards.
• Build strong customer understanding to enable tailored and effective service delivery.
• Ensure timely and accurate cargo delivery.
• Take on additional responsibilities such as leading priority topics, onboarding and training new team members, and supporting cross-functional initiatives.
• Ensure SOPs and SLAs are documented, maintained, and updated as needed.
• Consistently meet SLAs and customer-specific KPIs.
• Adhere to standard processes and customer-specific procedures to ensure compliance.
• Ensure smooth end-to-end shipment execution through coordination with internal and external stakeholders.
• Act as a key customer contact and advocate.
• Develop deep understanding of customer business, priorities, and challenges.
• Use customer insights to identify improvement opportunities and support SMEs.
• Share customer knowledge with internal teams to drive alignment and collaboration.
• Execute reports or other tasks assigned by Team Leader/Manager.

Skills

Lead Logistics operations

English communication

Customer servicing

KPIs & SLAs

Analytical thinking

Stakeholder management

Ownership & accountability

Education

Bachelor's degree in Logistics/Supply Chain/Business

Job description

A Maersk we are embarking on an industry-defining transformations, on a bold new direction, expanding our capabilities to become a true end-to-end logistics provider that can deliver intelligent solutions for customers around the world.

It's a big moment for all of us - and we all have our part to play.

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 in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Key Responsibilities:

• Ensure consistent service delivery aligned with customer expectations and internal standards
• Build strong customer understanding to enable tailored and effective service delivery
• Ensure timely and accurate cargo delivery
• Take on additional responsibilities such as leading priority topics, onboarding and training new team members, and supporting cross-functional initiatives
• Ensure SOPs and SLAs are documented, maintained, and updated as needed
• Consistently meet SLAs and customer-specific KPIs
• Adhere to standard processes and customer-specific procedures to ensure compliance
• Ensure smooth end-to-end shipment execution through coordination with internal and external stakeholders
• Act as a key customer contact and advocate
• Develop deep understanding of customer business, priorities, and challenges
• Use customer insights to identify improvement opportunities and support SMEs
• Share customer knowledge with internal teams to drive alignment and collaboration
• Execute reports or other tasks assigned by Team Leader/Manager.

Qualification/s:

• Bachelor's degree in Logistics, Supply Chain, Business, or related field
• Typically, 2-5+ years of experience in logistics, customer operations, or finance operations
• Strong experience in end-to-end Lead Logistics operations and customer servicing
• Proven track record in delivering service performance and meeting KPIs/SLAs
• Experience in handling customer interactions, escalations, and operational problem-solving
• Strong communication skills in English (written and spoken)
• Customer-centric mindset with ability to understand and respond to customer needs
• Strong analytical and problem-solving skills
• Ability to work collaboratively in a matrix environment
• Results-driven with strong sense of ownership and accountability
• Knowledge of process excellence and continuous improvement practices is an advantage
• Willing to work in mid or morning shift and onsite work set-up.

Business/Technical Knowledge:

• Strong experience and deep understanding of Lead Logistics processes
• Experience in Change Management
• Strong collaboration and teamwork mindset
• Strong communication, influencing and stakeholder management skills
• Strong customer-centric mindset
• Result driven combined with the ability to achieve results through people
• International experience, comfortable working in a matrix organization

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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