Ocean Customer Experience Specialist
Core
Leads strategic execution and continuous improvement of Ocean products by optimizing cost to serve, ensuring first-time customer issue resolution, and driving platform rollout for high-performing, customer-centric operations.
Role type
Senior Customer Experience Specialist (Ocean Logistics)
Builds
Customer-centric operations for global trade and logistics
Domain
Global logistics and supply chain
Deliverable
product features
Required skills
Customer experience management, process optimization, documentation management, stakeholder coordination, end-to-end export/import operations, upselling and cross-selling, SOP development and auditing, data accuracy maintenance, proactive issue resolution
Preferred skills
AI literacy, adaptability
Technologies
Customer relationship management systems, shipment processing platforms
Responsibilities
Ensure timely and accurate completion of Ocean documentation; Oversee and execute documentation amendments; Drive efficiency in documentation workflows; Maintain and update Customer Standard Operating Procedures; Act as first point of contact for CX-related matters; Manage end-to-end export and import experience across voice and non-voice channels; Coordinate with internal and external stakeholders for shipment processing; Provide value-added solutions to customers; Deliver accurate and timely resolutions to customer queries; Identify opportunities for upselling and cross-selling; Prepare reports and perform assigned tasks
Seniority
Senior, hands-on IC
