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

This role is part of the Customer Experience (CX) function, focused on delivering high-quality inbound support to U.S.-based customers once they are onboarded into the Maersk ecosystem. The Inbound Customer Service Agent will handle a variety of customer interactions, ensuring timely, accurate, and solution-oriented service.

Key Responsibilities

• Manage inbound customer calls and provide prompt, professional, and accurate assistance.

• Handle customer questions related to bookings, shipments, documentation, charges, and general service inquiries.

• Perform case management activities, including creating, updating, and resolving customer cases in the system.

• Support customer onboarding by guiding them through processes, tools, and available service channels.

• Build and maintain strong customer relationships through clear communication and consistent service delivery.

• Assist with contract-related queries, charge clarifications, and basic dispute management by following established procedures.

• Collaborate with internal teams to ensure smooth issue resolution and escalation handling.

• Maintain strict service standards, including call quality, timeliness, and customer satisfaction metrics.

Role Expectations

• Execute tasks of limited scope and moderate complexity with accuracy and adherence to guidelines.

• Apply defined standards and work routines, while using sound judgment to address common customer scenarios.

• Identify non-routine or complex issues and escalate them to senior colleagues or supervisors as needed.

• Work independently on day-to-day responsibilities, with supervision available for complex cases.

• Ensure proper documentation of customer interactions, actions taken, and follow-ups required.

Required Skills & Experience

• Prior experience in U.S. customer service or inbound contact center operations is preferred.

• Strong verbal communication skills with the ability to articulate solutions clearly and professionally.

• Ability to multitask in a fast-paced environment and manage multiple cases simultaneously.

• Familiarity with standardized workflows, CRM systems, or ticketing tools is an advantage.

• Customer-first mindset with attention to detail, accuracy, and empathy.

Ideal Candidate Profile

• Learns quickly through on-the-job training and applies knowledge effectively.

• Comfortable working with structured processes and escalating issues where appropriate.

• Demonstrates reliability, professionalism, and a commitment to high customer satisfaction.
  

What We Offer:

• Impact: Be part of a team that directly contributes to global operations.

• Opportunity: Unlock professional and personal growth through diverse career pathways.

• Innovation: Work with a team that embraces technology and continuous improvement.

• Global Exposure: Collaborate across geographies and cultures.

• Work-Life Balance: Flexible working arrangements to support your well-being.​

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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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 accommodationrequests@maersk.com.