Senior Lead, Logistics CX & Operations

Maersk

Pasig

On-site

PHP 500,000 - 800,000

Full time

14 days+

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Job summary

Maersk is seeking a Lead Logistics Customer Experience & Operations Senior Specialist to ensure smooth shipment execution and act as key customer contact. You will drive continuous improvement, support digital transformation, and build visual management systems to achieve service level targets.

The role requires 2–5+ years in logistics or related fields, strong English skills, and a customer-centric, ownership-driven mindset.

Qualifications

Bachelor’s degree in Logistics, Supply Chain, Business or related field.
2–5+ years of experience in logistics, customer operations or finance operations.
Experience in end-to-end Lead Logistics operations and customer servicing.
Proven track record of delivering service performance and meeting KPIs and SLAs.
Experience handling customer interactions, escalations and problem-solving.
Strong English communication skills, both written and spoken.
Customer-centric mindset with ability to understand and respond to customer needs.
Strong analytical and problem-solving skills.
Ability to work collaboratively in a matrix environment.
Results-driven with ownership and accountability.
Knowledge of process excellence and continuous improvement (preferred).
Willingness to work onsite and afternoon shift.

Responsibilities

Ensure consistent service delivery aligned with customer expectations and internal standards.
Develop a strong understanding of customer requirements to enable tailored and effective service delivery.
Lead priority topics, onboarding and training new team members; support cross-functional initiatives.
Ensure SOPs and SLAs are documented, maintained and updated as needed.
Consistently meet SLAs and customer-specific KPIs.
Adhere to standard processes and customer-specific procedures to ensure compliance.
Coordinate end-to-end shipment execution with internal and external stakeholders.
Act as a key customer contact and advocate.
Develop deep understanding of customer business priorities and challenges.
Use customer insights to identify improvement opportunities and support SMEs.
Share customer knowledge with internal teams to drive alignment and collaboration.