Ocean Customer Experience Specialist

APM Terminals; Manila; On-site; PHP 446,400 - 725,400; Full time

Job summary

Maersk is seeking an Ocean Customer Experience Specialist to deliver high-quality support for Ocean products by handling inquiries, resolving cases, and ensuring timely task completion. You will collaborate with the Mexico team and support import/export requests across channels while hitting service levels.

The role requires a bachelor’s degree or equivalent, ~2 years in shipping/logistics or customer service, and strong English communication.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Approximately 2 years of experience in shipping and logistics documentation or end-to-end customer service.
• Strong customer service orientation with excellent written and verbal communication skills in English.
• Ability to work in a fast-paced operational environment with strong attention to detail and organisational skills.
• Strong capacity to manage multiple priorities while maintaining accuracy.
• Willingness to work night shift and hybrid, site-based arrangement on or before 2027.
• Preferred: Experience using Salesforce, case-management or ticketing tools, logistics, shipping, supply-chain or customer-experience operations.
• English proficiency required. Spanish language proficiency is not required, but ability to work with Spanish-language cases using translation tools is beneficial.

Responsibilities

• Customer Service & Case Management: Manage customer inquiries via email and case-management platforms. Resolve customer concerns related to import and export shipments. Handle requests for invoices, bills of lading, shipment documentation and general ocean logistics inquiries. Ensure 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. Prioritise workload to meet turnaround time and productivity targets. Provide timely updates and fully document actions taken, maintaining 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 support Ocean Customer Experience processes but may be reallocated to support other operational processes based on business requirements.

Skills

Customer service orientation

English communication

Multitasking & prioritization

Attention to detail

Night shift readiness

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Salesforce

Case-management tools

Job description

About the Role

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, maintaining service excellence while meeting productivity, turnaround time, and customer satisfaction targets.

Key Responsibilities

• Customer Service & Case Management
  Manage customer inquiries via email and case-management platforms. Resolve customer concerns related to import and export shipments. Handle requests for invoices, bills of lading, shipment documentation and general ocean logistics inquiries. Ensure 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. Prioritise workload to meet turnaround time and productivity targets. Provide timely updates and fully document actions taken, maintaining 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 support Ocean Customer Experience processes but may be reallocated to support other operational processes based on business requirements.

Who We’re Looking For

• Bachelor’s degree or equivalent work experience.
• Approximately 2 years of experience in shipping and logistics documentation or end-to-end customer service.
• Strong customer service orientation with excellent written and verbal communication skills in English.
• Ability to work in a fast-paced operational environment with strong attention to detail and organisational skills.
• Strong capacity to manage multiple priorities while maintaining accuracy.
• Willingness to work night shift and hybrid, site-based arrangement on or before 2027.
• Preferred: Experience using Salesforce, case-management or ticketing tools, logistics, shipping, supply-chain or customer-experience operations. Exposure to international or cross-functional teams is an advantage.
• English proficiency required. Spanish language proficiency is not required, but ability to work with Spanish-language cases using available translation tools is beneficial.

Key Performance Indicators (KPIs)

• Handle approximately 60 cases per day and meet assigned completion volume targets.
• Resolve or close cases within 4 hours whenever applicable, maintaining compliance with daily service-level expectations.
• Achieve customer satisfaction targets through positive survey results and minimise customer dissatisfaction occurrences.
• Demonstrate accuracy and quality in case handling and communication.
• 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 strengthen success in this role.

EEO Statement

Maersk is an equal-opportunity employer and welcomes applicants without regard to race, colour, gender, sexual orientation, age, religion, creed, national origin, ancestry, citizenship, marital status, disability, pregnancy, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We support any adjustments needed during the application and hiring process.