Sr. Customer Experience Partner - ICX
About The Position
Maersk is seeking a results-driven, customer-focused Senior Customer Experience Partner to join 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 ensuring successful execution of shipment lifecycles. The position works with internal stakeholders to address operational issues, monitor performance, and improve service delivery and customer satisfaction. The role includes reviewing operational performance, identifying service risks and performance gaps, delivering customer reporting and data insights, and implementing corrective actions and process improvements. It also supports vendor performance, customer supply-chain needs, and the training and onboarding of junior team members. The position is based in Charlotte, North Carolina.
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 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 support efficient cargo movement.
- Identify and prevent service failures, and implement corrective actions and process improvements.
- Deliver 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, reliable cargo delivery.
- Support the training and onboarding of junior team members through knowledge sharing.
- Identify opportunities to introduce Maersk products and services that support customers' supply chain needs.
- 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.
- Collaborative, inclusive culture focused on continuous learning and professional development.
- Opportunity to contribute to process improvements, customer success, and operational excellence on a global scale.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
