Lead Logistics Customer Experience & Operations - Senior Specialist, SWE – Spanish Speaker

APM Terminals Gothenburg; Manila; On-site; PHP 558,000 - 837,000; Full time

Job summary

Maersk in Pasig City is seeking a Customer Service professional to manage end-to-end shipments and SLAs with a strong focus on customer advocacy. You will collaborate with internal teams and external partners to ensure smooth operations and high CSAT.

The role requires bilingual English/Spanish proficiency, 2+ years in logistics or shipping customer service, and strong MS Office skills. The position is site-based with mid-shift hours in a multinational environment.

Qualifications

• Bachelor’s Degree in Logistics/Supply Chain or related field preferred.
• Minimum 2 years of customer service or logistics support experience.
• Proficient in MS Office, especially Excel, Word, and PowerPoint.

Responsibilities

• Meet SLAs and customer-specific KPIs consistently.
• Coordinate end-to-end shipments with internal/external stakeholders.
• Act as customer advocate and key point of contact.
• Develop understanding of customers’ businesses and pain points.

Skills

Communication skills

Stakeholder management

Account management

MS Office (Excel, Word, Outlook, Power

Education

Bachelor’s Degree in Logistics/Supply Chain

College undergraduate acceptable

Tools

Excel

Word

Outlook

PowerPoint

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.

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. College undergraduate is also acceptable.
• Fluent in Spanish and English Language in verbal and written.
• Minimum 2 years of experience in Customer Service Support within similar area of expertise preferred, in shipping, logistics, forwarding, supply chain operations, other industries including BPO.
• 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 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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