Sr CX Consultant

Job Description

Overview:

As a Senior Ocean Logistics CX Consultant at Maersk, you will be the strategic owner of the end-to-end customer experience for a dedicated portfolio of key AUTO accounts. This pivotal role goes beyond reactive support; it requires a proactive and consultative approach to managing the entire shipment lifecycle. You will be instrumental in ensuring seamless, compliant, and efficient transport of cargo, while simultaneously strengthening customer relationships, identifying growth opportunities, and driving continuous improvement. Your ability to collaborate across a complex global network will be key to delivering exceptional value to both our customers and Maersk.

Key Responsibilities:

End-to-End Shipment Management & Operational Excellence:

• Act as the primary point of contact and single point of ownership for all shipment-related activities for assigned AUTO key clients.

• Proactively monitor and manage the entire shipment lifecycle from booking to final delivery, ensuring strict compliance with company procedures and the agreed transport plan.

• Utilize our advanced digital tools and platforms to track shipment status, identify potential delays, and provide real-time visibility to customers.

• Ensure accurate and timely processing of all shipping documentation, including Bills of Lading, Commercial Invoices, and Certificates of Origin.

Proactive Customer Relationship & Stakeholder Management:

• Build and nurture strong, trusted-advisor relationships with customers, gaining a deep understanding of their business model, supply chain, and strategic drivers.

• Serve as the central liaison between the customer and internal/external stakeholders, including Sales, Procurement, Capacity Management, Customs Brokers, and Port Operations.

• Facilitate timely and effective solutions by engaging the right stakeholders to resolve issues, pacify escalated situations, and protect profitability.

Risk Mitigation & Problem Resolution:

• Leverage your expertise in ocean and logistics to proactively identify potential risks and bottlenecks across the service journey (e.g., port congestion, equipment shortages, documentation errors).

• Develop and execute efficient contingency and risk mitigation plans to ensure service integrity.

• Take full ownership of customer issues, driving them to resolution with a sense of urgency, and implementing corrective actions to prevent recurrence.

Commercial Acumen & Business Growth:

• Act as the focal for the commercial team, gathering and sharing vital customer and market intelligence.

• Proactively engage customers in discussions about their evolving needs, identifying opportunities to introduce new Maersk products and services.

• Contribute to revenue protection and growth by collaborating with Sales on contract renewals and spot business opportunities.

Continuous Improvement:

• Actively seek out and champion process improvements, both within the internal workflow and in collaboration with customers, to enhance efficiency, reduce costs, and improve the overall customer experience.

Who We Are Looking For:

Qualifications & Experience:

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field.

• Minimum of 5+ years of experience in a customer-facing role within the international shipping and logistics industry, with a strong focus on ocean freight. Experience with AUTO industry logistics is a significant advantage.

• Proven track record of managing key accounts and complex supply chains.

Skills & Competencies:

• Exceptional Customer Focus: A passion for delivering world-class service and building long-term, strategic partnerships.

• Advanced Problem-Solving: Strong analytical skills with the ability to quickly assess complex situations, identify root causes, and implement effective solutions under pressure.

• Superior Communication: Excellent verbal and written communication skills, with the ability to communicate clearly and confidently with stakeholders at all levels, both internally and externally.

• Proactive & Strategic Mindset: A forward-thinking attitude that anticipates customer needs and potential disruptions before they occur.

• Commercial Awareness: Strong business acumen with the ability to understand P&L implications, identify commercial opportunities, and contribute to the account's growth.

• Resilience & Adaptability: Thrives in a fast-paced, dynamic environment and remains calm and effective when managing multiple priorities and unexpected challenges.

• Collaborative Team Player: A natural collaborator who builds strong networks and works effectively across geographical and functional boundaries.

• Other skill Proficiency: High proficiency in MS Office Suite, fluent English oral & written. A quick learner of new digital tools.

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.
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