Lead Logistics Customer Experience & Operations Senior Specialist

Maersk; Pasig; On-site; PHP 500,000 - 800,000; Full time

Job summary

Maersk is seeking a Lead Logistics Customer Experience & Operations Senior Specialist to ensure smooth shipment execution and act as key customer contact. You will drive continuous improvement, support digital transformation, and build visual management systems to achieve service level targets.

The role requires 2–5+ years in logistics or related fields, strong English skills, and a customer-centric, ownership-driven mindset.

Qualifications

• Bachelor’s degree in Logistics, Supply Chain, Business or related field.
• 2–5+ years of experience in logistics, customer operations or finance operations.
• Experience in end-to-end Lead Logistics operations and customer servicing.
• Proven track record of delivering service performance and meeting KPIs and SLAs.
• Experience handling customer interactions, escalations and problem-solving.
• Strong English communication skills, both 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 ownership and accountability.
• Knowledge of process excellence and continuous improvement (preferred).
• Willingness to work onsite and afternoon shift.

Responsibilities

• Ensure consistent service delivery aligned with customer expectations and internal standards.
• Develop a strong understanding of customer requirements to enable tailored and effective service delivery.
• Lead priority topics, onboarding and training new team members; support 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.
• Coordinate end-to-end shipment execution 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.

Skills

Customer-centric mindset

English communication

Analytical skills

Team collaboration

Ownership & accountability

Education

Bachelor’s degree in Logistics / Supply Chain / Business or related field

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.

Lead Logistics Customer Experience & Operations Senior Specialist (IBS)

Job Description Summary

Ensure smooth and reliable shipment execution by adhering to standard processes, meeting customer requirements, and achieving service level targets. Act as a key customer contact by building a strong understanding of customer needs and driving continuous improvement. Support digital transformation initiatives through proactive collaboration and operational excellence. Take ownership beyond day-to-day operations and demonstrate accountability in delivery. Build and maintain visual management systems in line with process excellence standards. Implement continuous improvement initiatives, including Kaizens and cost-saving or value-adding projects.

Key Responsibilities:

• Ensure consistent service delivery aligned with customer expectations and internal standards.
• Develop a strong understanding of customer requirements to enable tailored and effective service delivery.
• Take on additional responsibilities, such as leading priority topics, onboarding and training new team members and supporting cross-functional initiatives.
• Ensure that 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 a 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.

Qualifications, Experience & Skills:

• Hold a Bachelor’s degree in Logistics, Supply Chain, Business or a related field.
• Have typically 2–5+ years of experience in logistics, customer operations or finance operations.
• Demonstrate strong experience in end-to-end Lead Logistics operations and customer servicing.
• Have a proven track record of delivering service performance and meeting KPIs and SLAs.
• Possess experience in handling customer interactions, escalations and operational problem-solving.
• Exhibit strong communication skills in English, both written and spoken.
• Demonstrate a customer-centric mindset with the ability to understand and respond to customer needs.
• Possess strong analytical and problem-solving skills.
• Demonstrate the ability to work collaboratively in a matrix environment.
• Be results-driven with a strong sense of ownership and accountability.
• Have knowledge of process excellence and continuous improvement practices (preferred).
• Willingness to work onsite and on afternoon shift schedule.

Business / Technical Knowledge:

• Demonstrate strong experience and a deep understanding of Lead Logistics processes.
• Possess experience in change management.
• Exhibit a strong collaboration and teamwork mindset.
• Demonstrate strong communication, influencing and stakeholder management skills.
• Maintain a strong customer-centric mindset.
• Be results-driven, with the ability to achieve outcomes through others.
• Have international experience and be 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. 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].