Customer Experience Consultant

APM Terminals Gothenburg; Derby; On-site; GBP 32,000 - 46,000; Full time

Job summary

Maersk in Derby is seeking a Customer Experience Consultant to manage a portfolio of customers, build trusted relationships and coordinate complex end-to-end logistics.

You will drive service improvements, monitor performance, and work with commercial, operational and global service teams to deliver outstanding customer experiences. The role offers exposure to digital solutions and automation initiatives in a fast-paced international environment.

Qualifications

• Customer-facing experience in shipping, transport, logistics or related environment.
• Understanding of shipping and logistics processes.
• Commitment to delivering outstanding customer experiences.
• Proactive, solution-oriented with ownership.
• Ability to manage multiple priorities.

Responsibilities

• Be primary contact for customers and build trusted relationships.
• Understand customers' needs and priorities.
• Manage end-to-end shipments across transport modes and logistics products.
• Proactively monitor shipments and service performance and ensure SLAs are met.
• Take ownership of customer issues and drive timely resolution with stakeholders.
• Collaborate with commercial, operational, logistics and global service teams.
• Support customers in adopting digital solutions and self-service capabilities.
• Lead customer experience and process improvement initiatives.

Skills

Customer focus

Operational expertise

Stakeholder management

Proactive problem solving

Communication skills

English proficiency

Job description

Looking for your next challenge with Maersk?Do you enjoy building strong customer relationships, solving complex logistics challenges and delivering commercially focused solutions?We are looking for an ambitious Customer Experience Consultant to join our team in Derby and help deliver reliable, high-quality logistics solutions for our customers.Whether you are already part of Maersk or bring relevant experience from another organisation, this opportunity will allow you to manage important customer relationships and coordinate complex end-to-end logistics operations.What We OfferIn this role, you will:Manage and develop relationships with a portfolio of customers.Gain exposure to end-to-end logistics solutions across multiple transport modes and products.Work in a dynamic international environment with colleagues and stakeholders across different countries and functions.Act as a key coordination point between customers, operational teams and internal departments.Contribute directly to customer satisfaction, retention and commercial growth.Drive continuous improvement, digitalisation and automation initiatives.Develop your career within one of the world’s leading integrated logistics companies.Key ResponsibilitiesAs a Customer Experience Consultant, you will take ownership of a portfolio of customers and support the effective execution of their supply chains.You will:Act as the primary point of contact for customers and build strong, trusted relationships.Understand customers’ businesses, service requirements and operational priorities.Identify opportunities to strengthen partnerships and improve service delivery.Manage the end-to-end shipment lifecycle across multiple transport modes and logistics products.Proactively monitor shipments and service performance, ensuring that agreed service levels are achieved.Take ownership of customer issues and drive timely resolution through effective stakeholder management.Collaborate closely with commercial, operational, logistics and global service teams.Provide internal stakeholders with visibility of service risks, trends and customer feedback.Support customers in adopting digital solutions and self-service capabilities.Lead customer experience and process improvement initiatives.Identify and support opportunities for automation.Share knowledge, best practices and customer insights with the wider team.Who We Are Looking ForWe are looking for someone who combines a strong customer focus with operational expertise and effective stakeholder management.You:Have experience in a customer-facing role within shipping, transport, logistics, supply chain or a related environment.Have a good understanding of shipping and logistics processes.Demonstrate a genuine commitment to delivering outstanding customer experiences.Are proactive, solution-oriented and comfortable taking ownership of operational challenges.Build relationships easily and communicate effectively with customers and colleagues at all levels.Can manage multiple priorities while maintaining a clear focus on customer outcomes.Have a continuous-improvement mindset and are comfortable challenging existing ways of working.Are interested in digitalisation and identifying opportunities for automation.Thrive in a collaborative, international and fast-paced environment.Communicate confidently in written and spoken English.Ready for Your Next Step?If you are looking for an opportunity to broaden your experience, increase your exposure to key customers and contribute to the continued success of Maersk, we would like to hear from you.Join us and help create exceptional customer experiences while connecting and simplifying global supply chains.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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail] .