Join Maersk as an Ocean Customer Experience Specialist in a full-time, hybrid night-shift role located in Pasig, Philippines. In this role, you will manage customer inquiries, resolve import and export cases, and ensure service excellence across global logistics operations.
Requirements
Bachelor's degree or equivalent work experience required.
Preferably 2 years of experience in shipping, logistics, documentation, or end-to-end customer service handling.
Proficiency in English and Spanish languages.
Preferred experience includes using Salesforce and Case Management (CM) tools or ticketing systems.
Skills & Responsibilities
Customer Service: Deliver high-quality support by managing inquiries, resolving import/export concerns, and handling shipping documentation.
Case Management: Process approximately 60 cases per day using case management systems while meeting turnaround time and productivity targets.
Cross-Functional Collaboration: Work closely with international teams and Mexico-based counterparts to resolve issues and participate in operational initiatives.
Process Flexibility: Support Ocean Customer Experience processes and adapt to operational reallocations based on business needs.
Potential transition routes: People from customer support or logistics coordination roles may bring strong communication and problem-solving skills, alongside meeting the required Spanish language proficiency and customer service orientation.
Job description
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 CAC 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.
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. 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.
