Senior Customer Experience Partner

Maersk • Charlotte, NC

7d • Hybrid

About The Position

We are seeking a results-driven and customer-focused Senior Customer Experience Partner to join our Customer Experience team. In this role, you will manage a portfolio of Integrated Ocean and SCM accounts, acting as the primary contact for customers while ensuring the successful execution of shipment lifecycles. You will collaborate with internal stakeholders, analyze operational performance, and identify opportunities to enhance service delivery and customer satisfaction. This position offers the opportunity to make a meaningful impact by driving operational excellence and strengthening long-term customer relationships.

Requirements

• Bachelor's degree or equivalent professional experience.
• 2 to 5 years of functional experience within transportation, logistics, or supply chain operations.
• 3 to 5 years of Ocean logistics industry experience, ideally within shipping operations or customer service.
• Experience with Supply Chain Management (SCM) and Less than Container Load (LCL) operations is required.
• Strong proficiency in Microsoft Office applications, particularly Excel, and experience with data analytics and reporting.
• Demonstrated 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 delivering exceptional customer service while fostering collaboration across teams.

Responsibilities

• Manage a portfolio of Integrated Ocean and Supply Chain Management accounts within the Automotive and Industrial vertical.
• Serve as the primary point of contact for customers, ensuring a seamless and 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 while implementing corrective actions and process improvements.
• Deliver customized reporting and data insights to support customer cargo performance scorecards.
• Analyze trends, identify root causes of performance gaps, and collaborate with stakeholders to implement 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.
• Continuously expand knowledge of Maersk solutions and apply best practices to enhance customer outcomes.

Benefits

• Opportunity to work with global customers in the Automotive and Industrial sector.
• Exposure to integrated Ocean and Supply Chain Management solutions within a world-leading logistics company.
• A collaborative, inclusive culture focused on continuous learning and professional development.
• The chance to contribute to process improvements, customer success, and operational excellence on a global scale.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree