Ocean CX Specialist: End-to-End Shipping & Process Improvement

A.P. Moller - Maersk; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

Maersk in Pasig City is seeking an Ocean Customer Experience Specialist to lead the strategic execution and continuous improvement of Ocean products, focusing on cost-to-serve, first-time issue resolution, and platform rollout. You will own the end-to-end export/import experience across channels, coordinating with stakeholders to ensure seamless operations.

The role requires English fluency, a Bachelor’s degree, and CX experience.

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.
• Experience developing, maintaining and auditing CSOPs.
• Proficiency in relevant systems and tools.
• Prior CX experience.
• Ability to streamline workflows and improve efficiency.
• AI literacy and adaptability preferred.

Responsibilities

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

Skills

English fluency

CX experience

CSOPs knowledge

Stakeholder management

AI literacy

Education

Bachelor's degree

Tools

CSOP tools

Job description

Maersk in Pasig City is seeking an Ocean Customer Experience Specialist to lead the strategic execution and continuous improvement of Ocean products, focusing on cost-to-serve, first-time issue resolution, and platform rollout. You will own the end-to-end export/import experience across channels, coordinating with stakeholders to ensure seamless operations.

The role requires English fluency, a Bachelor’s degree, and CX experience.