Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.
At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.
With over 100,000 employees across 130 countries, we work together to shape the future of general trade and logistics.
Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.
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.
TheOcean Customer Experience Specialistis 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.
Ocean Customer Experience Specialist
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
Spanish and English are the primary communication language for internal collaboration
Key Responsibilities:
Customer Service & Case Management
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.
Case and Queue Management
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.
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.