Lead Logistics Operations Team Leader

A.P. Moller - Maersk; Pasig; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Maersk is seeking a Customer Experience Leader to manage a team of agents and drive CX strategy for a portfolio of clients in the Philippines. You will optimize service delivery, foster strong client relationships, and lead cross-functional efforts to improve satisfaction and efficiency.

The role requires 3+ years of leadership in logistics, a relevant bachelor’s degree, and the ability to work onsite on day shifts at the Pasig office.

Qualifications

• 3+ years of recent leadership experience in the logistics industry.
• Bachelor’s degree in Supply Chain, Logistics, or a relevant discipline.
• Strong business acumen and local market knowledge.
• Open to day shift schedule and onsite arrangement.

Responsibilities

• Lead a team of agents managing a portfolio of customers, optimizing service delivery across geographies.
• Drive area CX strategy and outcomes, promoting adoption of digital solutions and cost-effective plans.
• Improve customer satisfaction by building relationships and monitoring feedback across segments.
• Drive team collaboration and performance, update SOPs and work with cross-functional teams.
• Build and develop a strong team through onboarding, coaching, and change management initiatives.

Skills

Leadership

Logistics

Customer Experience

Strategy

Cross-functional

Stakeholder management

Coaching

Onsite

Education

Bachelor’s degree in Supply Chain or Logistics

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.

Key Responsibilities

Customer Experience Leadership

• Lead a team of agents managing a portfolio of customers, optimizing the delivery of non-physical and outsourced physical products.
• Support customers proactively and drive issue resolution within a specific geography.
• Foster strong customer relationships and team engagement.

Drive Area Customer Experience Strategy and Outcomes

• Promote the adoption of our digital solutions for customers and CX teams.
• Implement cost-saving plans aligned with procurement logic to maintain a deflationary cost profile while ensuring safety and reliability.
• Design and drive revenue-optimizing opportunities.
• Evaluate, justify, support, and critique decisions related to the development and implementation of Maersk Integrated Management Systems.

Improve Customer Satisfaction

• Build strong relationships with customers, understanding their business, service needs, drivers, and desires.
• Monitor customer satisfaction across segments and collaborate with relevant teams to drive local improvements.
• Represent the voice of the customers throughout the organization while maintaining the company’s vision.

Drive Team Collaboration and Performance Improvement

• Review and update SOPs/IOPs based on frequent issue resolution and exception management.
• Ensure good collaboration and customer experience as part of cross-functional teams.
• Work closely with GSC to lead and accelerate efficiency.
• Identify recurring issues in delivery performance and initiate steps to address root causes.

Build and Develop a Strong Team

• Support onboarding and coaching of new and existing team members to build a productive and consultative team.
• Drive transformations and change management initiatives to eliminate undue complexity and shift the customer experience culture from transactional to consultative and value-added.

Qualifications

• At least 3 years of recent leadership experience in the logistics industry.
• Bachelor’s degree in Supply Chain, Logistics, or a relevant discipline.
• Strong business acumen and excellent commercial knowledge of the local market landscape.
• Continuous growth and improvement mindset with a global orientation.
• Effective leadership and coaching skills.
• Strong prioritization capabilities.
• Cost consciousness.
• Knowledge of and relationships with key local stakeholders.
• Open to working a day shift schedule and onsite arrangement.

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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