Customer Experience Business Partner

Maersk is a global leader in integrated logistics and has 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 organization 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.

Opportunity:

The Ocean Customer Business Partner serves as the primary point of contact for a portfolio of strategic ocean customers, ensuring a seamless customer experience across the shipment lifecycle. The role is responsible for building strong customer relationships, driving service excellence, proactively managing operational challenges, and delivering value through collaboration with internal and external stakeholders.

The CBP acts as the customer's trusted advisor, balancing customer needs with operational capabilities while supporting customer retention, growth, and profitability objectives.

Key Responsibilities

Customer Relationship Management

• Manage a portfolio of assigned ocean customers and serve as their primary contact.

• Develop and maintain strong customer relationships through regular engagement and proactive communication.

• Understand customers' business requirements, supply chain challenges, and growth objectives.

• Act as a customer advocate within the organization while ensuring alignment with Maersk policies and processes.

Operational Excellence

• Coordinate the end-to-end execution of ocean shipments, ensuring service commitments are delivered.

• Monitor shipment milestones and proactively address service disruptions.

• Manage customer inquiries related to bookings, documentation, cargo readiness, vessel schedules, customs requirements, and delivery.

• Facilitate the resolution of complex operational issues through effective stakeholder coordination.

Customer Experience Management

• Deliver a best-in-class customer experience by providing timely, accurate, and proactive communication.

• Manage escalations and critical service incidents, ensuring rapid resolution and customer satisfaction.

• Analyze customer feedback and implement corrective actions to improve service quality.

• Drive continuous improvements that enhance customer experience and operational efficiency.

Commercial Support

• Support customer retention and growth objectives through strong service delivery.

• Identify opportunities for upselling and cross-selling Maersk products and services.

• Collaborate closely with Sales teams on customer business reviews and account development plans.

• Contribute to customer contract implementation and onboarding activities.

Stakeholder Management

• Collaborate with Operations, Logistics, Customer Experience, Sales, Finance, Customs, and Global Service Centers.

• Ensure effective communication and alignment across internal teams to meet customer requirements.

• Participate in customer meetings, business reviews, and operational performance discussions.

Continuous Improvement

• Identify process improvement opportunities and drive implementation.

• Support digital adoption initiatives and encourage customer utilization of Maersk digital platforms.

• Contribute to local and regional projects aimed at improving service delivery and operational performance.

Qualifications

Education & Experience

• Bachelor's degree in business administration, Supply Chain, Logistics, Maritime Transport, or related field.

• 3-5 years of experience in Customer Experience, Shipping, Logistics, Freight Forwarding, or Supply Chain Management.

• Experience in ocean transportation and container shipping is highly desirable.

• Experience managing customer relationships in a fast-paced operational environment.

Required Skills

Technical Skills

• Knowledge of Ocean Shipping and Container Logistics.

• Understanding of Import, Export, Customs, Documentation, and Supply Chain processes.

• Proficiency in Microsoft Office Suite and customer management systems.

• Ability to analyze operational and performance data.

Behavioral Competencies

• Customer-centric mindset.

• Strong communication and stakeholder management skills.

• Problem-solving and decision-making capabilities.

• Ability to manage multiple priorities under pressure.

• Strong ownership and accountability.

• Collaboration and teamwork.

• Continuous improvement mindset.

• Resilience and adaptability.

#RPO

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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