Customer Experience Partner

Job Description

APM Terminals

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 organisation 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 global 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.

Position Summary:

The SCM Customer Experience Partner is responsible for delivering an exceptional end-to-end customer experience by proactively managing supply chain operations, ensuring seamless coordination between internal stakeholders, vendors, and customers. This role serves as the single point of contact for assigned accounts, focusing on performance management, process improvement, and continuous value creation for the customer.

You will be responsible for:

1. Customer Relationship & Communication

• Serve as the primary point of contact for all operational and service-related matters for assigned SCM customers.
• Build and maintain strong, collaborative relationships with customer stakeholders.
• Provide timely updates and visibility on shipments, exceptions, and performance metrics.
• Manage customer escalations with a proactive and solution-oriented approach.

2. Operational Execution

• Coordinate end-to-end supply chain activities including order management, shipment planning, documentation, and delivery execution.
• Collaborate with origin/destination teams, warehouses, carriers, and customs brokers to ensure service reliability.
• Monitor KPI adherence such as On-Time Delivery (OTD), lead time compliance, and cost efficiency.
• Identify and mitigate potential delays or risks in the supply chain.

3. Performance & Reporting

• Generate and analyze performance dashboards, DSRs, and other logistics visibility reports.
• Conduct regular business reviews with customers to present performance insights and improvement plans.
• Support continuous improvement initiatives and digital adoption for enhanced visibility and automation.

4. Financial & Process Compliance

• Ensure accuracy in billing, cost control, and credit note processing.
• Support financial reconciliation between operations and FinOps teams.
• Maintain compliance with company policies, trade regulations, and customer-specific SOPs.

5. Collaboration & Stakeholder Management

• Work closely with internal teams (Commercial, FinOps, Operations, Procurement, and Product) to deliver customer commitments.
• Contribute to standardizing and optimizing global SCM processes.
• Provide feedback and insights to internal teams to enhance the overall customer journey.

Your Key Skills & Competencies should include:

• Strong understanding of end-to-end supply chain and logistics operations (Ocean, Air, Road, Warehousing, Customs).
• Excellent communication and stakeholder management skills.
• Analytical mindset with proficiency in data analysis and reporting tools (Excel, Power BI, etc.).
• Ability to handle multiple priorities in a dynamic environment.
• Customer-centric and solution-oriented approach.

Your Key Performance Indicators (KPIs) Will Include:

• On-Time Delivery (OTD) adherence
• Customer satisfaction (NPS/CSAT)
• Operational accuracy (documentation, billing, visibility)
• Issue resolution time
• Process compliance and continuous improvement initiatives

Qualifications & Experience:

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or related field.
• 3–6 years of experience in customer service or operations within supply chain or logistics.
• Experience managing key accounts or global customers preferred.
• Strong command of English (both written and verbal).

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.