Customer Experience Architect – Logistics Solutions

Damco Spain SL; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Maersk in the United Arab Emirates seeks a Customer Experience Consultant to deliver exceptional service for designated KC, EC, and SC accounts, acting as the primary contact and driving operational excellence.

You will onboard customers onto Maersk standard processes and digital platforms, coordinate with internal and external stakeholders, and orchestrate the end-to-end shipment cycle while pursuing process improvements and upselling opportunities.

Qualifications

• Experience in customer service, logistics, supply chain, transportation, or a related field.
• Strong customer focus and commitment to delivering exceptional service.
• Ability to manage multiple priorities in a dynamic and fast-paced environment.
• Strong ownership and accountability.
• Effective stakeholder management and collaboration skills.
• Continuous improvement mindset with a focus on operational excellence.
• Strong problem-solving and decision-making capabilities.

Responsibilities

• Onboard new customers onto Maersk standard processes and digital platforms, establishing a strong foundation for long-term partnerships.
• Serve as the primary point of contact for assigned customers, providing timely, accurate, and proactive communication.
• Align and coordinate customer-specific requirements with internal and external stakeholders and translate them into effective operating procedures and service solutions.
• Execute transactional and operational activities in accordance with agreed customer SOPs and IOPs.
• Orchestrate the end-to-end shipment cycle through effective coordination across functions and geographies.
• Collaborate closely with the Global CX Consultant and the wider network of CX Consultants to ensure a consistent customer experience across locations.
• Independently manage routine operational exceptions and drive resolution through the Maersk network.
• Identify and implement process improvement opportunities that enhance customer experience and operational efficiency.
• Identify opportunities for upselling and cross-selling relevant Maersk products and solutions.
• Support contract fulfilment by conducting regular customer check-ins and collaborating with Sales and Product teams.
• Promote adoption of digital and self-service solutions to improve customer outcomes and ease of doing business.

Skills

Customer-focused service

Stakeholder management

Process improvement

Job description

Maersk in the United Arab Emirates seeks a Customer Experience Consultant to deliver exceptional service for designated KC, EC, and SC accounts, acting as the primary contact and driving operational excellence.

You will onboard customers onto Maersk standard processes and digital platforms, coordinate with internal and external stakeholders, and orchestrate the end-to-end shipment cycle while pursuing process improvements and upselling opportunities.