Customer Experience Consultant

Job Description

APM Terminals

Job Title: Customer Experience Consultant

Location: Halol, Gujarat

Job Summary

We are seeking a detail-oriented and customer-focused Customer Experience Consultant to manage end-to-end import and export operations. The role involves coordinating international shipments, ensuring compliance with trade regulations, managing documentation, and collaborating with internal and external stakeholders to deliver a seamless customer experience. The ideal candidate will possess strong knowledge of logistics, customs procedures, and international trade documentation.

Key Responsibilities

Import & Export Operations

• Manage end-to-end import and export shipment processes, ensuring timely execution and delivery.
• Coordinate with freight forwarders, shipping lines, customs brokers, transport providers, suppliers, and customers to facilitate smooth shipment movement.
• Monitor shipment status and proactively address operational issues to minimize delays.

Documentation & Compliance

• Prepare, review, and verify shipping and customs documentation, including:
  • Commercial Invoices
  • Packing Lists
  • Bill of Lading (BL)
  • Air Waybill (AWB)
  • Certificate of Origin
  • Other trade and regulatory documents
• Ensure compliance with import/export regulations, customs requirements, and company policies.
• Support customs clearance activities, duty payments, and regulatory filings.

Customer & Stakeholder Management

• Serve as a key point of contact for customers and internal stakeholders regarding shipment schedules, documentation requirements, and operational updates.
• Provide timely communication and resolution of shipment delays, documentation discrepancies, and customs-related issues.
• Deliver a high level of customer service by ensuring accurate and proactive communication throughout the shipment lifecycle.

Reporting & Process Management

• Maintain accurate records of import/export transactions for audit and compliance purposes.
• Track logistics costs and support initiatives aimed at cost optimization and operational efficiency.
• Prepare periodic reports on shipment status, logistics performance, trade activities, and key operational metrics.
• Identify process improvement opportunities to enhance service quality and operational effectiveness.

Qualifications & Experience

• Bachelor's degree in Logistics, Supply Chain Management, International Business, Commerce, or a related field.
• 2–5 years of experience in import/export operations, logistics, freight forwarding, or supply chain management.
• Strong understanding of international trade regulations, customs procedures, and shipping documentation.
• Experience working with freight forwarders, customs brokers, and transportation providers.

Skills & Competencies

• Excellent communication and stakeholder management skills.
• Strong attention to detail and documentation accuracy.
• Problem-solving and analytical abilities.
• Ability to manage multiple shipments and priorities simultaneously.
• Proficiency in MS Office and logistics/ERP systems.
• Strong organizational and time-management skills.

Preferred Qualifications

• Knowledge of customs compliance, trade regulations, and duty management.
• Experience in customer-facing logistics or supply chain roles.
• Familiarity with international shipping terms, Incoterms, and trade compliance requirements.

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.

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