Lead Logistics Customer Experience & Operations - Senior Specialist, SWE

APM Terminals Gothenburg; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Maersk in Pasig City seeks a logistics/customer service professional to manage end-to-end shipments and maintain strong customer relationships. You will coordinate with internal and external teams, ensuring service levels and KPIs are met while gaining deep insights into customer needs.

The role emphasizes strong communication, stakeholder management, and a customer-centric approach within a global, matrix organization, interacting with colleagues across borders.

Qualifications

• Bachelor's degree preferred in logistics or supply chain.
• Excellent English communication skills.
• Minimum 2 years in customer service within logistics/shipping.

Responsibilities

• Meet relevant SLAs and KPIs consistently.
• Adhere to standard processes and IOPs to ensure 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' businesses and pain points.
• Use customer insights to inform SMEs and identify improvements.
• Share customer knowledge with internal teams to improve collaboration.

Skills

Strong communication

Influencing & stakeholder mgmt

Customer centricity

Result oriented

International experience

MS Office proficiency

Education

Bachelor's degree in Logistics/Supply Chain or related

Tools

Excel

Word

Outlook

PowerPoint

Job description

Company Overview

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.

Equal Opportunities Statement

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].

Company Backstory

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.