Senior Customer Experience Partner

The role of the Senior Customer Experience Partner is to take full responsibility for the customer experience by managing the end-to-end shipment cycle for customers with high volume or complexity in compliance with all company procedures and regulatory requirements. In this role, the candidate is to provide industry leading customer care to increase customer satisfaction and continuously improve the customer experience.
In addition, the Sr. Customer Experience Partner will support the Customer Service managers with projects and data analytics and will actively support the development of junior Customer Experience Partners to upscale the teams and ensure sustainability.

Senior Customer Experience Partner

The Woodlands, TX (Hybrid position requiring 2-3 days in the office each week)

We Offer:

Maersk is a global leader in integrated logistics and have 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 organisation 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.

The opportunity:

We are seeking a dedicated and experienced Senior Customer Experience Partner to manage the end-to-end shipment cycle for high-volume and complex customer accounts, ensuring adherence to company procedures and regulatory requirements. The ideal candidate will provide exceptional customer care, drive continuous improvement, and develop junior team members.

Key Responsibilities:

• Oversee the entire shipment lifecycle, resolving issues proactively or reactively to meet customer satisfaction goals. Manage accounts with significant business impact, focusing on high volume and/or revenue. Monitor service levels by tracking agreed milestones and transit times. Prevent service failures and collaborate on countermeasures. Develop customized data solutions for customers' cargo performance scorecards. Identify root causes when targets are missed and implement solutions. Manage vendor performance to ensure timely cargo delivery. Understand and align actions with KPIs and set targets. Drive continuous improvements to reduce waste and lower costs.

We are looking for:

• Bachelor's Degree

• At least 5 years of functional experience in the logistics transportation industry

• Customer service experience

• Supply Chain Management and Ocean experience preferred.

• Strong customer centricity with excellent communication and interpersonal skills.

• Capacity to multitask, display urgency, and build strong relationships.

• Superior organizational and problem-solving skills.

• Conflict resolution and negotiation abilities.

• Team player with proficiency in Microsoft Suite Applications.

• Continuous improvement mindset

Company Benefits:

Medical

Dental

Vision

401k + Company Match

Employee Assistance Program

Paid Time Off

Flexible Work Schedules (when possible)

And more!

Pay Range: $60,000-$70,000*

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S

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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