Ocean Freight Customer Service Leader

DP World; Manila; Vor Ort; PHP 1.500.000 - 2.100.000; Vollzeit

Zusammenfassung

DP World Philippines seeks a senior Customer Service leader to define service strategy for the country, build and guide a high-performing team, and own accountability for major customer relationships from booking to destination. You will partner with Sales, Pricing and Operations leadership to protect service quality and profitability while improving processes and governance across the function.

You will drive end-to-end service delivery, manage SLAs and KPIs, and shape customer propositions

Qualifikationen

• 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 and team development.
• Proven track record of owning service delivery for key or multinational accounts with SLA governance and senior stakeholder management.
• Deep understanding of Ocean Freight processes and incoterms.
• Proficiency in freight forwarding systems (CargoRunner, CargoWise) and advanced MS Office reporting.
• Strong negotiation, decision-making, and conflict-resolution skills.

Aufgaben

• Take ownership of end-to-end Customer Service for Ocean Freight, defining strategy and performance standards.
• Lead, develop, and manage the Customer Service team with objective setting and succession planning.
• Govern SLA and KPI performance across key accounts and manage major service disruptions.
• Collaborate with Sales, Pricing, Operations, and Product leadership to protect gross profit and resolve bottlenecks.
• Manage resourcing, costing, and productivity within budget; headcount and workload planning.
• Challenge carriers and providers on performance and escalate systemic failures.
• Oversee onboarding of new key accounts and approve SOPs, governance cadences, and handovers.
• Deliver monthly/quarterly service performance reporting with commercial insights.
• Drive standardization and digital adoption in Customer Service aligned with regional/global standards.

Jobbeschreibung

DP World Philippines seeks a senior Customer Service leader to define service strategy for the country, build and guide a high-performing team, and own accountability for major customer relationships from booking to destination. You will partner with Sales, Pricing and Operations leadership to protect service quality and profitability while improving processes and governance across the function.

You will drive end-to-end service delivery, manage SLAs and KPIs, and shape customer propositions