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

APM Terminals Gothenburg; Pasig; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Site-based Pasig

Mid-shift schedule

Job summary

Maersk in Pasig City is seeking a Customer Service Support professional to ensure smooth end-to-end shipments and strong customer advocacy. The role emphasizes understanding customer needs, managing expectations, and delivering on SLAs while coordinating with global teams.

The ideal candidate has at least 2 years in shipping/logistics customer service, fluent in English and Spanish, and proficient in MS Office. This site-based mid-shift role offers exposure to international operations.

Qualifications

• 2+ years in Customer Service Support in shipping/logistics.
• Fluent in Spanish and English, written and spoken.
• Proficient in MS Office (Excel, Word, Outlook, PowerPoint).
• WFO Pasig site-based with mid-shift schedule.

Responsibilities

• Meet SLAs and customer-specific KPIs.
• Adhere to standard processes and IOPs for operational compliance.
• Coordinate end-to-end shipments with internal and external stakeholders.
• Act as customer advocate and share insights with internal teams.

Skills

Lead Logistics

Change Management

Stakeholder Management

Communication Skills

Customer Centricity

MS Office

Education

Bachelor’s Degree in Logistics/Supply Chain

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 OfferThis 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 ResponsibilitiesMeet 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 contactActively 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 KnowledgeStrong 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 peopleInternational experience, comfortable working in a matrix organization.Specific:Operational performance (SLA’s)ProductivitySGASCP platform adoption metricsCustomer satisfaction Metrics – like CSATShared:Customer satisfaction (e.g. KCXi & NPS)Customer RetentionSCP adoptionHealth MetricsProcess StandardizationE2E Cost to ServeWho 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 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] .