Ocean Customer Experience Specialist

APM Terminals; Navi Mumbai; On-site; INR 550,000 - 900,000; Full time

Job summary

Maersk in Mumbai is seeking a Customer Experience Associate to support day-to-day customer interactions, onboarding, and administrative operations across channels.

You will resolve routine queries, coordinate with internal teams, and ensure accurate records, adapting to process changes while upholding service standards.

Qualifications

• Bachelor’s degree in Business Administration, Commerce, Operations, or related field.
• Experience in Customer Experience, Customer Service, Operations, or Administration.
• Basic understanding of customer service and operational processes.
• Detail-oriented with the ability to work independently within defined processes and guidelines.
• Strong communication and stakeholder management skills.
• Ability to identify routine issues and escalate non-routine matters appropriately.
• Willingness to learn and develop job-specific knowledge.
• Proficiency in Excel and MS Office applications.

Responsibilities

• Manage customer experience activities, including customer channel management, case management, onboarding, and relationship management.
• Handle customer queries, requests, and cases with timely and accurate resolution.
• Support onboarding activities and maintain effective customer relationships.
• Support contract and dispute management activities in line with guidelines.
• Execute standardized administrative, technical, and operational activities to support business operations.
• Follow established procedures and work routines to ensure consistent service delivery.
• Manage assigned activities independently within defined scope and guidelines.
• Apply job-related knowledge to execute specialized operational activities.
• Identify and escalate routine or non-routine issues to appropriate colleagues or supervisors.
• Maintain accurate records and customer information in relevant systems.
• Coordinate with internal stakeholders to ensure timely completion of activities and support.

Skills

MS Excel

Communication

Attention to detail

Stakeholder management

Education

Bachelor’s degree

Tools

MS Office

Job description

At Maersk, we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what’s possible—setting new benchmarks for efficiency, sustainability, and excellence. We believe in the power of diversity, collaboration, and continuous learning, and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade. Join us as we leverage cutting‑edge technologies and create global opportunities. Let’s sail together towards a brighter, more sustainable future with Maersk.

Purpose of the role

The role is responsible for supporting day‑to‑day customer experience and administrative operations by executing standardized customer-facing, technical, and operational activities accurately and efficiently. The position involves managing customer channels, cases, onboarding, relationship management, contracts, disputes, and other customer‑related activities while ensuring adherence to established processes and service standards. The role requires the ability to work within defined guidelines, exercise judgment on routine matters, resolve issues effectively, and escalating non‑routine matters when required.

Responsibilities

• Responsible for Managing customer experience activities, including customer channel management, case management, onboarding, and relationship management.
• Handling customer queries, requests, and cases while ensuring timely and accurate resolution.
• Supporting customer onboarding activities and maintaining effective customer relationships.
• Supporting contract and dispute management activities in line with established processes and guidelines.
• Executing standardized administrative, technical, and operational activities to support business operations.
• Following established procedures, work routines, and methods to ensure consistent and accurate service delivery.
• Managing assigned activities independently within defined scope, processes, and guidelines.
• Applying job‑related knowledge and practical skills to execute specialized operational activities.
• Identifying and resolving routine customer and operational issues within established processes.
• Escalating non‑routine or complex issues to experienced colleagues or supervisors for appropriate resolution.
• Maintaining accurate records, documentation, and customer information in relevant systems.
• Coordinating with internal stakeholders to ensure timely completion of assigned activities and effective customer support.
• Supporting process improvements and adapting to changes in procedures, systems, and operational requirements.
• Ensuring accuracy, quality, compliance, and timely delivery across assigned customer experience activities.

Qualifications

• Bachelor’s degree in Business Administration, Commerce, Operations, or a related discipline.
• Relevant experience in Customer Experience, Customer Service, Operations, Administration, or a related field.
• Basic understanding of customer service and operational processes.
• Knowledge of standardized work routines, procedures, and methods.
• Strong attention to detail and accuracy.
• Ability to work independently within defined processes and guidelines.
• Good communication, interpersonal, and stakeholder management skills.
• Ability to identify routine issues and escalat non‑routine matters appropriately.
• Willingness to learn and develop job‑specific technical and operational knowledge.
• Basic proficiency in MS Office applications, particularly Excel.

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 [e-mail].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end‑to‑end offering of products and digital services, seamless customer engagement and a superior end‑to‑end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information. All the way.