Sr. Customer Experience Partner - ICX

Job Description

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 join our dynamic team. The successful candidate will be responsible for delivering exceptional customer experiences and overseeing the operational structure and day-to-day activities of the Integrated Customer Experience and Execution program.

Key Responsibilities:

• Understand and align with the business requirements of Ocean and Supply Chain SCM accounts, ensuring execution according to established IOPs, SOPs, and KPIs.

• Foster and sustain long-term relationships with customers and internal operational and customer service networks.

• Proactively identify and resolve program exceptions, adhering to broad guidelines provided by the Program Manager, KCM, or Customer Experience Manager.

• Lead and collaborate with the Global Service Centre (GSC) staff assigned to key accounts.

• Maintain and update IOPs, SOPs, and KPIs in alignment with business changes.

• Analyze service level gaps and provide recommendations to address identified issues, and prepare relevant reports for internal stakeholders.

• Assist with new tactical and operational projects initiated by clients and/or Maersk.

• Serve as a liaison between origin teams and clients, enhancing understanding and facilitating communication.

• Investigate EDI failures, analyze errors, and coordinate with key systems/origin personnel to improve performance.

• Ensure compliance with all applicable laws, regulations, company procedures, and policies.

• Perform other duties as directed by management.

We are looking for:

• Bachelor’s degree, diploma, or equivalent.

• 2-3 years of Experience in Ocean and Supply Chain Management

• Solid background in Ocean, SCM, and shipping operations

• Client or program management experience is preferred.

Company Benefits:

Medical

Dental

Vision

401k + Company Match

Employee Assistance Program

Paid Time Off

Flexible Work Schedules (when possible)

And more!

Pay Range: $63,000-$72,000*

*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.

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.