Customer Experience Specialist - GSC Ocean
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 (Shipping/Logistics)
Builds
End-to-end export and import experience across voice and non-voice channels for a defined customer portfolio
Domain
Global Shipping / Ocean Freight
Deliverable
client delivery
Required skills
Customer portfolio management, documentation management, process optimization, SOP development, stakeholder coordination, upselling/cross-selling, report preparation, multilingual communication
Preferred skills
AI literacy, adaptability
Technologies
Customer relationship management systems, shipment processing platforms
Responsibilities
Ensure timely and accurate completion of Ocean documentation; oversee documentation amendments; drive efficiency in documentation workflows; maintain and update Customer Standard Operating Procedures (CSOPs); act as first point of contact for CX-related matters; manage end-to-end export and import experience; coordinate with internal and external stakeholders on shipment processing; provide value-added solutions to customers; deliver accurate and timely resolutions to customer queries; identify opportunities for upselling and cross-selling; adhere to SOPs and IOPs; participate in client calls; prepare reports.
Seniority
Mid-level, hands-on IC