Lead Logistics Customer Experience Team Lead - Maersk Global Services Inc. - Estancia Capitol Commons Pasig City Philippines
(2025-06)
- Owns all SCM Operations activities under Planning and Documentation management for the customers under Mekong Region -Thailand area.
- Maintain effective and proactive communication – by regularly participating in calls with stakeholders to enable seamless process flow.
- Respond to all inquiries in a timely and accurate manner & escalate difficulties as defined in SOPs / IOPs / RCA's.
- Support Team Leader/Manager.
- Administer good business knowledge / process understanding to provide a value add to the customers through effective business solutions.
- Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction.
- Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
- Identify process improvement and execution for more efficient and effective operational process.
- Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
Senior Specialist (Supply Chain Management) - Maersk Global Services Inc. - Estancia Capitol Commons Pasig City Philippines
(2022-12 - 2025-05)
Customer Experience & Operations Leadership:
- Lead a Customer Experience team responsible for managing end-to-end post-onboarding customer operations, ensuring service excellence, operational efficiency, and customer satisfaction across multiple logistics and supply chain accounts.
- Manage customer engagement channels, case management processes, customer onboarding activities, relationship management initiatives, and contract/dispute resolution to support seamless customer experiences.
- Drive service delivery performance by monitoring operational KPIs, identifying improvement opportunities, and implementing solutions to enhance customer outcomes and business results.
- Act as the primary escalation point for complex customer and operational issues, collaborating with cross-functional teams including Operations, Finance, Technology, and Regional Stakeholders to ensure timely resolution.
- Lead continuous improvement initiatives, process standardization efforts, and automation projects to improve productivity, compliance, data quality, and customer experience.
Senior Specialist (Supply Chain Management) - People Leadership & Team Management - Maersk Global Services Inc. - Estancia Capitol Commons Pasig City Philippines
(2022-12 - 2025-05)
- Manage and develop a team of customer experience professionals, providing coaching, mentoring, performance management, and career development support.
- Oversee workforce planning, task allocation, prioritization, and resource management to ensure achievement of operational objectives and service commitments.
- Conduct performance evaluations, provide regular feedback, and create development plans to strengthen employee capabilities and support future career progression.
- Foster a high-performance, customer-centric culture through employee engagement, recognition programs, and continuous learning initiatives.
- Participate in recruitment, onboarding, talent development, succession planning, and employee lifecycle management activities.
Senior Specialist (Supply Chain Management) - Business & Stakeholder Management - Maersk Global Services Inc. - Estancia Capitol Commons Pasig City Philippines
(2022-12 - 2025-05)
- Partner with internal and external stakeholders to develop and execute operational strategies, business improvement plans, and customer-focused solutions.
- Support implementation of policies, procedures, and best practices that align with organizational goals, compliance requirements, and customer expectations.
- Analyze operational trends, customer feedback, and business metrics to drive informed decision-making and strategic improvements.
- Ensure effective governance, risk management, and escalation management across assigned accounts and operational processes.
Process Expert (Supply Chain Management) - Maersk Global Services Inc. - Estancia Capitol Commons Pasig City Philippines
(2018-08 - 2022-12)
- All file management activities post booking -E2E process
- PO Management
- Carrier booking and booking confirmation
- Cargo planning (CFS/CY) Container Yard, Warehousing, LCL Team coordination
- SI submission – shipping instruction
- Documentation Management and System Updates.
- Milestones System Update
- Proactive communication with customer service, vendors, internal parties, and stakeholders
- Operational Finance.
- Effective and Efficient on our internal system used.
- Provide vendors possible business solution in every shipment for better business optimization.
Shipping Coordinator/Lead Associate - WNS Global Services Inc. - Eastwood City Libis Quezon City Philippines
(2013-10 - 2018-08)
- Create work/ Job Orders - Processed new bookings both manual and electronic requests using OPUS (software used by NYK line).
- Developing and expedite delivery instructions based on customers' requests.
- Review the Origin Notification and Discharge lists for discrepancies.
- Tracing cargo and sending update to clients regarding the status of the cargo.
- Ensuring special cargo handling requirements are met such as Reefer containers, Reefer As Dry, 45HIGH Cube containers etc.
- Responding to customer questions on their shipments.
- Cross-checking information in the terminal and company systems against actual documentation and cargo for hazardous / special cargo.
- Updating container depot on booking requests for specific booking office.
- Ensuring to keep abreast on new SOP's
- Ensuring EDI (electronic data interchange) data and manual bookings are attended and updated in the system as per KPI.
- Uploading Manual bookings and EDI bookings in Booking Management and Workflow.
- Conducting trainings for newly hired employees.
- Supporting newly hired on their live processing using database
- Change of Vessel Notification
- Communicating to our client/onshore regarding new updates regarding process.
Customer Service Officer (Export/Import) - 5Systems Logistics International Inc. - Pasong Tamo, Makati City Philippines
(2021-07 - 2023-02)
- Assisting clients regarding their new booking requests
- Documentation-Collecting mandatory requirements for shipment such as Booking Forms, Sales Invoice, Export, or Import Certificates etc.
- Import and Export Certification Processing for new shipper.
- Processing Importation-Notify customs office, pay duties and taxes, submission of importation documents to customs.
- Warehousing-ensuring that the cargo is in good conditions, pay warehousing charges.
- Monitoring trucking while in transit.
- Ensuring clients always received updates regarding the shipment.
- Coordinating consignee and counterparts regarding export shipments
