Ocean Customer Experience Specialist

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.

The Ocean Customer Experience Specialist is responsible for delivering high-quality customer service support for Ocean products by managing customer inquiries, resolving cases, and ensuring timely completion of operational tasks. The role works closely with the Mexico (MEX) team and supports both import and export-related customer requests through various communication channels. The specialist is expected to maintain service excellence while meeting productivity, turnaround time, and customer satisfaction targets.

Ocean Customer Experience Specialist

Team Environment

• Customer service-focused team supporting ocean logistics operations

• Small and collaborative team environment (approximately 14 team members)

• Daily interaction with internal stakeholders and customer-facing teams

• Close collaboration with Mexico-based counterparts when necessary

• English is the primary communication language for internal collaboration

Key Responsibilities:

Customer Service & Case Management

• Manage customer inquiries through email and case management platforms.

• Resolve customer concerns related to import and export shipments.

• Handle requests for (but not limited to):

• Invoices

• Bills of Lading (BL)

• Shipment documentation

• General ocean logistics inquiries

• Ensure customer requests are handled accurately and within established service levels.

• Maintain high-quality customer communication and professionalism at all times.
  

Case and Queue Management

• Process and manage customer cases using designated case management systems.

• Prioritize workload to meet turnaround time and productivity targets.

• Ensure timely updates and resolution of customer cases.

• Accurately document actions taken and maintain complete case records.
  

Cross-Functional Collaboration

• Work closely with Mexico-based teams and other stakeholders to resolve customer concerns.

• Participate in process improvements and operational initiatives.

• Support business continuity requirements and assist in cross-training activities when needed.
  

Process Flexibility

• Primarily supports Ocean Customer Experience (OTCX) processes.

• May be reallocated to support other operational processes based on business requirements and resource needs.

Who are we looking for:

• Bachelor's degree or equivalent work experience.

• Has a background in shipping and logistics preferably with 2 years’ experience in documentations, customer service handling end-to-end process.

• Strong customer service orientation.

• Excellent English written and verbal communication skills.

• Ability to work in a fast-paced operational environment.

• Strong attention to detail and organizational skills.

• Ability to manage multiple priorities while maintaining accuracy.

• Willing to work on nightshift schedule, hybrid set up but will be site based working arrangement on or before 2027.

Preferred:

• Experience using Salesforce.

• Experience working with Case Management (CM) tools or ticketing systems.

• Experience in logistics, shipping, supply chain, or customer experience operations.

• Exposure to international or cross-functional teams is an advantage.

Language Requirements

• English proficiency required.

• Spanish language proficiency is not required.

• Ability to work with Spanish-language cases using available translation tools.

Key Performance Indicators (KPIs)

The Ocean Customer Experience Specialist is expected to consistently meet or exceed the following performance metrics:

Productivity

• Handle approximately 60 cases per day.

• Meet assigned completion volume targets.

Turnaround Time (TAT)

• Customer cases should be resolved or closed within 4 hours whenever applicable.

• Maintain compliance with daily service-level expectations.

Quality & Customer Experience

• Achieve customer satisfaction targets through positive survey results.

• Minimize customer dissatisfaction (DSAT) occurrences.

• Demonstrate accuracy and quality in case handling and communication.

Operational Excellence

• Maintain adherence to processes and work instructions.

• Contribute to team productivity and customer experience goals.

• Support continuous improvement initiatives and best practices.

Success Profile

The ideal candidate is customer-focused, adaptable, and thrives in a dynamic operational environment. They are comfortable managing a high volume of cases, collaborating across global teams, and balancing productivity with excellent customer experience. Experience with case management systems and logistics operations will be advantageous in achieving success in this role.

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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