Ocean Customer Experience Specialist

Damco Spain SL; Philippines; On-site; PHP 600,000 - 800,000; Full time

Job summary

Maersk is seeking an Ocean Customer Experience Specialist to deliver high-quality support for Ocean products, handling customer inquiries, resolving cases, and ensuring timely operational tasks. You will interact daily with the Mexico team, supporting both import and export cases through email and case-management tools, while upholding service levels and customer satisfaction targets.

The role involves working closely with cross-functional teams, including internal stakeholders, in a fast-paced

Qualifications

• Bachelor's degree or equivalent work experience is required.
• Excellent English written and verbal communication skills are essential.
• Ability to work in a fast-paced operational environment and manage multiple priorities.

Responsibilities

• Respond to customer inquiries via email and case management platforms.
• Resolve import/export-related customer requests and ensure timely completion of cases.
• Document actions taken and maintain complete case records with high accuracy.
• Collaborate with Mexico-based teams and other stakeholders to resolve customer concerns.
• Meet service levels, productivity targets, and customer satisfaction KPIs.
• Participate in process improvements and cross-training activities.

Skills

English communication

High-volume case handling

Global collaboration

Education

Bachelor's degree or equivalent

Tools

Case management systems

Job description

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.

Ocean Customer Experience Specialist

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.

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

• 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): Bills of Lading (BL)
• Ensure customer requests are handled accurately and within established service levels.
• Maintain high-quality customer communication and professionalism at all times.
• 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.
• 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.
• 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 documentation, customer service handling end‑to‑end process.
• 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

• Spanish language proficiency is not required.
• Ability to work with Spanish-language cases using available translation tools.

Key Performance Indicators (KPIs)

• Productivity: 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.
• 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 needs 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].