Senior Logistics CX Team Lead

Maersk Global Service Centres Philippines Limited; Pasig; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Maersk Global Service Centres Philippines Limited in Pasig is seeking a Senior Leader to guide a team of CX agents across a portfolio of customers. You will focus on non-physical and outsourced products, drive proactive issue resolution, and foster collaboration while upholding our customer experience standards.

You will shape area CX strategy, promote digital solutions, and identify cost-saving opportunities while ensuring safety and reliability.

Qualifications

• At least 3 years of recent leadership experience in the logistics industry.
• Bachelor’s degree in Supply Chain, Logistics, or a relevant course.
• 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.
• Open to working a day shift schedule and onsite arrangement.

Responsibilities

• 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 timely issue resolution within a specific geography.
• Foster strong customer relationships and team engagement by promoting collaboration, customer understanding, and empathy.
• Ensure adherence to customer experience standards and SOPs, and coach team members on behaviors that support a consistent customer experience.
• Monitor SLAs, elevate blockers, and ensure timely resolution of customer concerns and operational issues.
• Listen actively to customer needs, resolve concerns with empathy, and elevate issues as needed.
• Promote the adoption of 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.
• Adapt to changes, identify practical solutions to operational challenges, and support automation and improvement pilots.
• Take proactive ownership by identifying opportunities, solving problems, and supporting greater team independence.
• Build strong relationships with customers by understanding their business, service needs, drivers, and expectations.
• Monitor customer satisfaction across segments and collaborate with relevant teams to drive local improvements.
• Represent the voice of the customer throughout the organization while maintaining the company's vision.
• Monitor relevant performance metrics, identify trends, and take appropriate corrective actions.
• Use daily huddles and performance reviews to ensure the team understands customer priorities, operational performance, and required actions.
• Review and update SOPs/IOPs based on frequent issue resolution and exception management.
• Ensure effective 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.
• Maintain process discipline by ensuring adherence to SOPs, identifying improvement opportunities, and supporting structured problem-solving activities such as A3s.
• Minimize errors by conducting appropriate checks and ensuring adherence to audit and compliance protocols.
• Provide clear instructions, communicate changes, update relevant stakeholders, and manage expectations effectively.
• Ensure execution discipline by following through on agreed actions, raise risks early, and reinforcing accountability.
• 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.
• Manage daily team performance by tracking throughput, attendance, workload, and utilization, and balancing resources based on operational requirements.
• Ensure timely execution of assigned tasks, support pilots and change initiatives, and communicate changes clearly to the team.
• Conduct regular team pulse check-ins, support employee wellbeing, and elevate concerns when appropriate.
• Provide timely and regular feedback, encourage peer feedback, and use structured feedback practices to support continuous development.
• Identify training and development needs, support upskilling, and maintain team readiness by developing appropriate backups.
• Reinforce company values, recognize team achievements, and encourage collaboration to strengthen team morale and culture.
• Provide ongoing coaching and development support, including regular 1:1 conversations, feedback, and performance management.
• Identify training and development needs, support upskilling, and maintain team readiness by developing appropriate backups.

Skills

Leadership

Customer Experience

Team management

Strategic thinking

Education

Bachelor’s degree in Supply Chain, Logistics, or a relevant course

Job description

Maersk Global Service Centres Philippines Limited in Pasig is seeking a Senior Leader to guide a team of CX agents across a portfolio of customers. You will focus on non-physical and outsourced products, drive proactive issue resolution, and foster collaboration while upholding our customer experience standards.

You will shape area CX strategy, promote digital solutions, and identify cost-saving opportunities while ensuring safety and reliability.