Customer Experience Consultant

Job Description

Customer Experience Consultant

At Maersk we go the extra mile to service our customers in the best possible way. We work hard to build and strengthen relationships with customers, making sure we understand their business drivers, so we can continuously improve co-operation, processes, and outcomes. To the mutual benefit of both the customer and Maersk.

We are looking for a highly motivated “Customer Experience Consultant” to join our team in supporting one of the world’s best-known brand in managing its Supply Chain. The role and team offer a great opportunity to learn, develop and challenge yourself.

Key Responsibilities:

- Customer Relationship & Experience Ownership:

As the Senior CX Consultant reporting to an Operational Lead for a strategic key account, you will be required to support and build strong, trusted relationships by understanding their business needs and service drivers.
Maintain a customer‑centric approach by preventing errors, identifying process deviations, and proactively communicating solutions or alternatives.

- End‑to‑End Shipment Lifecycle Management:

Responsible for the full operational flow of shipments, including bookings, scheduling, documentation, customs processes, billing, and post‑shipment follow‑up.
Track shipments and notify customers of any deviations, ensuring timely interventions and proposed solutions.

- Issue Resolution & Escalation Handling:

Manage escalated customer issues across multiple communication channels, coordinating with internal and external stakeholders to reach effective resolutions.
Navigate high‑pressure or high‑tension situations with professionalism, resilience, and diplomacy, to ensure customer deliverables are met.

- Collaboration & Stakeholder Engagement:

Partner closely with the extended Customer Experience, Operations, and Supply Chain Management teams to ensure smooth execution and compliance with SOPs.
Participate in operational meetings in support of the Operational Lead with external stakeholders, regional and global partners, including service centers, origin/destination teams, and hubs.

- Performance Insights, Reporting & Continuous Improvement:

Record and report on customer shipments, identifying service gaps, wins, and improvement opportunities.
Drive operational discipline and process improvements across the shipment lifecycle.

- Commercial & Value‑Added Contributions:

Ensure your end-to-end shipment controller processes are completed in time and in full.

We are looking for:

• 2 years of experience in customer experience, logistics, shipping line operations, or freight forwarding.

• Strong understanding of end‑to‑end supply chain processes, shipment cycles, and commercial levers.

• Proficiency in Microsoft Office Suite, including Excel (basic formulas and Pivot Tables), PowerPoint, Outlook, MS Teams, and Word.

• Excellent written, verbal, and interpersonal communication skills.

• Analytical, solution‑oriented, and comfortable managing complex problems across multiple systems.

• Strong stakeholder management capability, with confidence navigating diverse teams and customer groups.

• A proactive, results‑driven approach with urgency and persistence in driving issues to closure.

• Highly organized with strong attention to detail and a commitment to accurate, timely reporting.

• Adaptable, eager to learn, and comfortable in fast‑paced environments undergoing transformation.

We offer:

Firstly, we offer you a unique opportunity to join Maersk - an established company within international shipping & logistics, you will be an essential part of the company and get a high degree of personal responsibility.

A career at Maersk means working in a culturally diverse, performance stimulating environment. You’ll be part of a rich heritage and a youthful and exuberant logistics company that aims to be an inspiring and challenging place to work. We believe that a successful career includes a variety of experiences that stretch you, take you out of your comfort zone and offer you an opportunity to grow in ways that also build your business.

Maersk offers a thrilling and attractive career in an ambitious and competitive environment - it is up to you to you use this opportunity for your professional and personal development and to build a career within a stimulating environment with a lot of future international career opportunities across a world class organization.

#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.

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.