Sr. Customer Experience Partner - ICX
About The Position
Maersk is seeking a results-driven, customer-focused Senior Customer Experience Partner for its Customer Experience team. The role manages a portfolio of Integrated Ocean and Supply Chain Management accounts in the Automotive and Industrial vertical, serving as the primary customer contact and overseeing successful shipment lifecycle execution. The position collaborates with internal stakeholders, monitors operational performance, resolves issues, and identifies ways to improve service delivery and customer satisfaction. It offers exposure to global customers and integrated logistics solutions, with opportunities to support customer success, process improvement, and operational excellence.
Requirements
- Bachelor's degree or equivalent professional experience.
- 2 to 5 years of functional experience in transportation, logistics, or supply chain operations.
- 3 to 5 years of Ocean logistics industry experience, ideally in shipping operations or customer service.
- Experience with Supply Chain Management (SCM) and Less than Container Load (LCL) operations.
- Strong proficiency in Microsoft Office applications, particularly Excel, and experience with data analytics and reporting.
- Ability to work independently, manage competing priorities, and perform effectively in a fast-paced environment.
- Excellent problem-solving, communication, stakeholder management, and conflict resolution skills.
- Strong understanding of key performance indicators and experience driving results against defined targets.
- Analytical mindset with sound business judgment, operational focus, and financial awareness.
- Commitment to exceptional customer service and collaboration across teams.
- Authorization to work for any employer in the United States.
Responsibilities
- Manage a portfolio of Integrated Ocean and Supply Chain Management accounts within the Automotive and Industrial vertical.
- Serve as the primary customer contact and ensure a seamless, positive experience throughout the shipment lifecycle.
- Coordinate with internal teams to resolve operational issues and meet customer satisfaction targets.
- Monitor service levels, transit milestones, and performance metrics to ensure efficient cargo movement.
- Proactively identify and prevent service failures, and implement corrective actions and process improvements.
- Provide customized reporting and data insights for customer cargo performance scorecards.
- Analyze trends and root causes of performance gaps, and collaborate with stakeholders on sustainable solutions.
- Maintain high standards of vendor performance to support timely and reliable cargo delivery.
- Support the development and onboarding of junior team members through training and knowledge sharing.
- Identify opportunities to introduce additional Maersk products and services that support customers' supply chain needs.
- Expand knowledge of Maersk solutions and apply best practices to enhance customer outcomes.
Benefits
- Collaborative, inclusive culture focused on continuous learning and professional development.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
