Manager- Customer Service-Ocean Freight

DP World; Philippines; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

DP World Philippines seeks an experienced Head of Customer Service to define the service strategy for the country and lead the Customer Service team in Ocean Freight operations. You will partner with Sales, Pricing, and Operations leadership to protect service quality and profitability from booking through to final destination.

You will own end-to-end service delivery for key accounts, manage SLAs and KPIs, and drive digital adoption and process standardization across the function.

Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• 8-10 years of progressive experience in Customer Service or client-facing operations within a global freight forwarding or NVOCC environment.
• At least 3-5 years of direct people management experience, including performance management, capability building, and team development.
• Proven track record of owning service delivery for key or multinational accounts, including SLA governance, commercial escalation handling, and senior stakeholder management.
• Deep understanding of Ocean Freight processes (FCL/LCL), Incoterms, HBL/MBL documentation, and international trade compliance requirements.
• Proficiency in freight forwarding operating systems (CargoRunner, CargoWise, or equivalent) and advanced Microsoft Office and reporting tools.
• Good communication skills
• Strong negotiation, decision-making, and conflict-resolution skills, with the composure to lead high-pressure service recovery situations.

Responsibilities

• Take ownership of end-to-end Customer Service for Ocean Freight (Import/Export), defining the service strategy and performance standards.
• Lead, develop, and manage the Customer Service team, setting objectives and conducting performance reviews.
• Govern SLA/KPI across key accounts and manage the escalation framework for major service disruptions.
• Partner with Sales, Pricing, Operations, and Product to shape customer propositions and protect gross profit.
• Manage departmental resourcing, cost, and productivity within budget parameters.
• Challenge carriers and service providers on performance and escalate systemic failures to leadership.
• Oversee onboarding and implementation for new key accounts and SOP governance.
• Deliver monthly and quarterly service performance reporting to leadership.
• Drive process standardization and digital adoption within Customer Service.

Skills

Communication

Negotiation

Decision-making

Conflict resolution

People management

Stakeholder management

Office & reporting tools

Ocean Freight knowledge

Education

Bachelor's degree in Logistics / Supply Chain / Business Administration

Tools

CargoRunner

CargoWise

Microsoft Office

Reporting tools

Job description

About the role

In this role, you will define the service strategy for the country, lead and develop the Customer Service team, and act as the senior point of accountability for our most important customer relationships. You will work in close partnership with Sales, Pricing, and Operations leadership to protect service quality and profitability from booking through to final destination.

Key Accountabilities

• Take ownership of the end-to-end Customer Service function for Ocean Freight (Import and Export), defining the service strategy, operating model, and performance standards for the department.
• Lead, develop, and manage the Customer Service team, setting objectives, governing performance reviews, and building capability and succession plans that sustain a high-performing, customer-centric culture.
• Govern service delivery against contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across all key accounts, owning the escalation framework for major service disruptions.
• Partner with Sales, Pricing, Operations, and Product leadership to shape customer propositions, protect gross profit on managed accounts, and resolve structural cross-functional bottlenecks.
• Manage departmental resourcing, cost, and productivity, including headcount planning, workload allocation, and workflow efficiency within agreed budget parameters.
• Challenge carriers, co-loaders, and third-party service providers on service performance, holding them to agreed recovery commitments and escalating systemic failures to Procurement and regional leadership.
• Direct the onboarding and implementation agenda for new key accounts, approving customer Standard Operating Procedures, governance cadences, and handover protocols with the execution teams.
• Deliver monthly and quarterly service performance reporting to country and regional leadership, translating operational data into prioritized improvement plans and commercial insight.
• Drive process standardization and digital adoption within the Customer Service function, aligning local ways of working with regional and global operating standards.

Qualifications, Skills and Experience

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• 8-10 years of progressive experience in Customer Service or client-facing operations within a global freight forwarding or Non-Vessel-Operating Common Carrier (NVOCC) environment.
• At least 3-5 years of direct people management experience, including performance management, capability building, and team development.
• Proven track record of owning service delivery for key or multinational accounts, including SLA governance, commercial escalation handling, and senior stakeholder management.
• Deep understanding of Ocean Freight processes (Full Container Load/Less than Container Load), Incoterms, House Bill of Lading/Master Bill of Lading documentation, and international trade compliance requirements.
• Proficiency in freight forwarding operating systems (CargoRunner, CargoWise, or equivalent) and advanced Microsoft Office and reporting tools.
• Good communication skills
• Strong negotiation, decision-making, and conflict-resolution skills, with the composure to lead high-pressure service recovery situations.

Equal Employment Opportunity (EEO)

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualification for this or other job vacancies.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future. In Asia Pacific, DP World employs more than 7,000 people and has ports and terminals in 17 locations.

We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer's door.

WE MAKE TRADE FLOW

Disclaimer:

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