SWE Ocean Customer Experience Manager

Maersk Mexico; Pasig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Maersk is seeking a senior Customer Service leader to oversee all customer-facing activities within a small/medium cluster, ensuring a consistently high-quality experience for new and existing customers. You will drive relationships, understand customer needs, and contribute to continuous improvement within a global logistics environment.

The role requires at least 5 years of leadership in CS, experience in shipping/logistics, and strong English communication skills.

Qualifications

• At least 5 years of strong leadership experience in Customer Service.
• Relevant experience in Shipping, Supply Chain, Logistics or BPO operations.
• Performance and Change Management skills.
• Learning Competencies.
• Talent Building skills.
• Excellent English communication skills both in written and verbal.

Responsibilities

• Ensures consistent delivery in line with the brand.
• Contributes to the Commercial Pipeline Management.
• Drives and builds strong relationships with customers.
• Plans and deploys the understanding of customers' businesses and needs to the Customer Experience Organisation.
• Reviews team performance and identifies issues to provide better service.
• Drives continuous improvement opportunities and Change management.
• Delivers agreed sales targets based on quote follow up and assigned internal sales customers.
• Has responsibility for all customer facing activities and for providing a consistently high quality experience for new and existing customers in a small/medium size cluster.

Skills

Leadership

Customer Service

Shipping/Logistics

Change Management

Education

Bachelor's degree

Job description

Has responsibility for all customer facing activities and for providing a consistently high quality experience for new and existing customers in a small/medium size cluster.

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 to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.

Key Responsibilities:

• Ensures consistent delivery in line with the brand.
• Contributes to the Commercial Pipeline Management.
• Drives and builds strong relationships with customers.
• Plans and deploys the understanding of customers' businesses and needs to the Customer Experience Organisation.
• Reviews team performance and identifies possible issues in order to provide a better service.
• Drives overall continuous improvement opportunities and Change management.
• Delivers agreed sales targets based on quote follow up and assigned internal sales customers ensuring a focus on segmentation drivers.
• Has responsibility for all customer facing activities and for providing a consistently high quality experience for new and existing customers in a small/medium size cluster.

Qualifications:

• At least 5 years of strong leadership experience in Customer Service
• Relevant experience in Shipping, Supply Chain, Logistics or BPO operations
• Performance and Change Management skills
• Learning Competencies
• Talent Building skills
• Excellent English communication skills both in written and verbal
• Bachelor's Degree graduate
• Willing to work on a midshift 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.

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