Senior Process Expert

APM Terminals; Manila; On-site; PHP 500,000 - 750,000; Full time

Job summary

Maersk in Manila seeks a logistics professional to own the job file, ensuring smooth shipments by adhering to standard processes and customer requirements while meeting SLAs.

You will build strong customer relationships, translate needs into operational actions, and collaborate across teams to drive continuous improvement and digital transformation in a fast-paced, multinational environment.

Qualifications

• 3 to 5 years of experience in logistics operations, customer service or shipment execution roles.
• Strong understanding of end-to-end shipment processes and service level management.
• Experience in managing customer interactions and building stakeholder relationships.
• Ability to understand customer requirements and translate them into operational actions.
• Experience in driving continuous improvement and supporting transformation initiatives.
• Good business and operational acumen with a focus on performance targets and service delivery.
• Strong problem-solving and collaboration skills.
• Excellent English communication with internal and external stakeholders.

Responsibilities

• Ensure consistent service delivery aligned with customer expectations and internal standards
• Develop a deep understanding of customers to enable tailored service delivery
• Ensure timely and accurate delivery of cargo
• Address ad hoc customer requirements and exceptions with urgency, ensuring timely resolution
• Consistently meet relevant service level agreements and customer-specific performance targets
• Adhere to standard processes and customer-specific operating procedures to ensure compliance
• Ensure smooth end-to-end shipment execution through effective coordination with internal and external stakeholders
• Act as a customer advocate and key point of contact
• Build a strong understanding of customers' businesses, priorities, and pain points
• Use customer insights to inform subject matter experts and identify improvement opportunities
• Share relevant customer knowledge with internal teams to enhance collaboration and alignment

Skills

English communication

Stakeholder management

Problem-solving

Collaboration

Education

Bachelor's degree in Logistics, Supply Chain, Business or related field

Job description

Acts as the owner of the job file and has responsibility for creating and updating of shipping documents and Customer Invoices in the system. Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence. At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics. Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Job Summary:

Ensure a smooth and reliable execution of shipments by adhering to standard processes and customer-specific requirements while consistently meeting service level agreements and performance targets, act as a key point of contact for customers by developing a strong understanding of their needs and contribute to continuous improvement and digital transformation initiatives through proactive collaboration and operational excellence.

Key Responsibilities:

• Ensure consistent service delivery aligned with customer expectations and internal standards
• Develop a deep understanding of customers to enable tailored service delivery
• Ensure timely and accurate delivery of cargo
• Address ad hoc customer requirements and exceptions with urgency, ensuring timely resolution
• Consistently meet relevant service level agreements and customer-specific performance targets
• Adhere to standard processes and customer-specific operating procedures to ensure compliance
• Ensure smooth end-to-end shipment execution through effective coordination with internal and external stakeholders
• Act as a customer advocate and key point of contact
• Build a strong understanding of customers' businesses, priorities, and pain points
• Use customer insights to inform subject matter experts and identify improvement opportunities
• Share relevant customer knowledge with internal teams to enhance collaboration and alignment

Who we are looking for:

• Bachelor's degree in Logistics, Supply Chain, Business or a related field.
• Minimum of 3 to 5 years of experience in logistics operations, customer service or shipment execution roles.
• Strong understanding of end-to-end shipment processes and service level management.
• Proven experience in managing customer interactions and building strong stakeholder relationships.
• Ability to understand customer requirements and translate them into operational actions.
• Experience in driving continuous improvement and supporting transformation initiatives.
• Good business and operational acumen with a focus on performance targets and service delivery.
• Strong problem-solving and collaboration skills.
• Effective English communication skills with the ability to engage internal and external stakeholders.
• Ability to work in a fast-paced environment while ensuring service reliability and quality.
• Willing to work on an RTO setup and day shift schedule.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking.

Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.

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