Senior Customer Experience Consultant

Job Description

Senior Customer Experience Consultant (JL3)

Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day?
We have an opportunity for a Senior Customer Experience Consultant (JL3) to join our team in Cape Town, South Africa.

WHAT WE OFFER:

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

KEY RESPONSIBILITIES:

• Manage the end-to-end shipment process for assigned customers, including more complex or strategic accounts

• Act as a primary point of contact for customers, ensuring consistent, high-quality service delivery

• Proactively identify and resolve customer issues, coordinating with internal stakeholders across functions

• Take ownership of a customer portfolio, including financial follow-up and performance reviews

• Drive service excellence and continuous improvement initiatives within the customer experience journey

• Handle escalations and provide expert-level problem resolution

• Coordinate ocean and logistics shipments and ensure accurate and timely execution of all operational tasks

• Build and maintain strong relationships with customers, internal teams, and Global Service Centres (GSC)

• Support and mentor junior team members where required

• Ensure compliance with company procedures, industry regulations, and best practices

• Contribute to process optimization and efficiency improvements

WHO WE ARE LOOKING FOR:

Someone with:

• 5+ years’ experience in shipping, freight forwarding, logistics, or supply chain

• Strong knowledge of end-to-end supply chain operations and customer experience management

• Proven ability to manage complex customer relationships and escalations

• Excellent stakeholder management, communication, and influencing skills

• Strong analytical skills with a solution-oriented mindset

• Ability to work under pressure, manage competing priorities, and drive results

• Digital proficiency and experience working with operational systems

• A proactive, accountable, and leadership-oriented approach

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.