Ocean CX Specialist: Elevate End-to-End Global Trade Experience

Damco Spain SL; Hinoba-an; On-site; PHP 360,000 - 600,000; Full time

Job summary

Maersk in Pasig City, Philippines, is seeking an Ocean Customer Experience Specialist to lead the strategic execution and improvement of Ocean products. You will optimize cost-to-serve, resolve issues on first contact, and drive platform rollout for high-performing, customer-centric operations.

Responsibilities include managing documentation, updating CSOPs, coordinating with stakeholders, and delivering timely resolutions while maintaining a proactive, cross-functional approach.

Qualifications

• Fluency in English (written and spoken) is required.
• Bachelor’s degree in any field
• Strong attention to detail and stakeholder management skills
• Process and customer outcome-oriented mindset, including understanding of end-to-end impacts
• Proven experience in developing, maintaining and auditing Customer Standard Operating Procedures (CSOPs)
• Proficiency in relevant systems and tools
• Prior experience in Customer Experience (CX)
• Demonstrated ability to streamline workflows and improve efficiency
• Applicants with AI literacy and adaptability highly preferred
• Must be willing to work onsite in Pasig City; Midshift schedule

Responsibilities

• Ensure timely and accurate completion of Ocean documentation to meet regulatory and customer requirements.
• Oversee and execute documentation amendments with precision and speed to maintain data accuracy.
• Drive efficiency in documentation workflows and improve productivity through process optimization.
• Maintain and regularly update CSOPs to reflect latest customer requirements and capabilities.
• Act as the first point of contact for CX-related matters with stakeholders.
• Own a defined customer portfolio and manage end-to-end export/import experiences across channels.
• Coordinate with internal and external stakeholders involved in shipment processing.
• Provide value-added solutions by leveraging strong business knowledge and process understanding.
• Deliver accurate and timely resolutions to customer queries and concerns.
• Maintain a customer-centric approach to minimize errors and implement preventive measures.
• Identify opportunities for upselling and cross-selling where appropriate.
• Adhere to SOPs and IOPs in daily operations.
• Participate in client calls to ensure smooth process flow and communication.
• Prepare reports and perform tasks as assigned by Team Leader or Manager.

Skills

English fluency

Stakeholder management

Process optimization

CX experience

CSOPs auditing

Systems proficiency

AI literacy

Education

Bachelor’s degree

Tools

CRM systems

Job description

Maersk in Pasig City, Philippines, is seeking an Ocean Customer Experience Specialist to lead the strategic execution and improvement of Ocean products. You will optimize cost-to-serve, resolve issues on first contact, and drive platform rollout for high-performing, customer-centric operations.

Responsibilities include managing documentation, updating CSOPs, coordinating with stakeholders, and delivering timely resolutions while maintaining a proactive, cross-functional approach.