Ocean Freight Customer Service Leader: Strategy & Key Accounts

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

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.