Senior Customer Experience Consultant

Job Description

Role Overview

As a Senior Customer Experience Consultant, you will serve as the CX operational point of contact to key customers, ensuring seamless end‑to‑end shipment execution and the delivery of an exceptional customer experience. You will manage complex customer situations, provide proactive communication, and collaborate closely with cross‑functional teams to drive service excellence and commercial value.

What We Offer

You will join a global, diverse, and value‑driven organization that empowers its people and encourages innovation. You will thrive in an environment built on collaboration, respect, transparency, and professional growth—where performance, curiosity, and ethics form the foundation of our culture.

You will have access to global exposure, multiple career pathways, and the opportunity to influence outcomes across borders and customer portfolios.

Key Responsibilities

• Customer Relationship & Experience Ownership
• As the Senior CX Consultant for a strategic key accounts, 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 with external stakeholders, regional and global partners, including service centres, 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

Who We Are Looking For

Someone with:

• 5 years or more 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/VLOOKUP), PowerPoint, Outlook, Teams, and Word.

Competencies & Mindset

• 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.

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.