Senior Customer Experience Consultant

Job Description

Customer Experience Consultant (Order Management, Problem solving, and Ocean Shipment Coordination in the SCM scope of work.)

At Maersk’s Customer Experience division, you will be responsible for a wide range of domestic and international logistics support for our clients.
This role involves close communication with customers, troubleshooting, supporting new business onboarding, managing KPIs, and building strong customer relationships.

Main Responsibilities

• Manage key accounts, primarily large domestic manufacturers

• Serve as an SCM Customer Experience Consultant for international shipments (export/import), providing support and communication with clients

• Coordinate export shipments from Japan, including bookings, schedule management, document creation, customs clearance request, and payment/billing process (primarily for ocean freight)

• Ensure SOP compliance and operational discipline for SCM KPIs, manage process improvements with internal stakeholders, and prepare reports to Customer

• Resolve billing discrepancies and irregularities in international transportation through coordination with multiple internal stakeholders overseas

• Handle a wide range of customer inquiries

• Participate in regular meetings with overseas offices (origin, destination, service centers, or regional hubs) through online calls

• Achieve internal communication KPIs (phone/email responsiveness, customer satisfaction surveys, etc.)

Who Are We Looking For

Required Skills (Mandatory)

• Ability to build trust with customers and communicate smoothly in a business manner

• Japanese: Native level

• English: Intermediate level (Approx. TOEIC 800, EIKEN Pre‑1; reading and writing skills; able to communicate daily with overseas offices)

• Proficiency in Outlook, Teams, PowerPoint, Word, and Excel

• Ability to understand basic Excel formulas and create Pivot Tables

• A proactive mindset for problem solving with a strong sense of ownership in customer support

• Enjoy learning new knowledge; strong “can‑do” mindset

• Flexibility to adapt to transformation cultures within dynamic feature of industry (comfortable with the fast-paced nature of international logistics)

• Ability to work overtime when necessary

Preferred Skills (Nice-to-Have)

• 1–3 years of experience in Execution team within a shipping line or freight forwarder (export/import operations)

• 1–3 years of experience in Customer Experience or Sales within the international logistics industry

• Strong team-oriented mindset

• Familiar with operational efficiency by using tools such as Excel formula, macros or AI tools

• Ability to perform data analysis

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.
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