Customer Experience Consultant

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

Benefits offered by this job

Professional development

Job summary

Maersk in Felixstowe is seeking a Customer Experience Consultant to deliver an outstanding customer experience and support operational planning in a fast-paced environment. You will handle multi-channel enquiries, build relationships with customers and internal teams, and help resolve issues to protect the customer experience.

Ideal candidates will have experience in customer service, coordination, and problem-solving, plus proficiency in Excel and Outlook; knowledge of BI/AI tools is a plus.

Qualifications

• Experience in customer service and coordination within a fast-paced environment.
• Ability to solve problems and manage multiple tasks with competing deadlines.
• Proficient in Microsoft Excel and Outlook to support operational planning.

Responsibilities

• Handling multi-channel customer enquiries to support the end-to-end Supply Chain process.
• Build and maintain relationships with customers, internal stakeholders, and external partners.
• Work collaboratively to resolve issues and deliver customer-focused solutions.
• Interpret and analyse operational data to support decision-making to preserve the customer experience.
• Participate in customer meetings and act as a key point of contact for operational discussions.
• Supporting the co-ordination of daily transport and operational planning, responding effectively to changing customer and operational requirements.
• Keep relevant customer and planning information accurate and up to date.
• Prioritise tasks effectively to meet operational milestones and deadlines.
• Proactively identify issues and take action to minimise customer impact on performance and enhance the customer experience.

Skills

Customer service

Coordination

Problem solving

Time management

Tools

Excel

Outlook

Job description

Customer Experience Consultant

We are looking for a Customer Experience Consultant to join our team in Felixstowe. At Maersk, we adapt to the ever-changing needs of global trade by offering flexible, integrated logistics services to support our customers' supply chains. Our Customer Experience Consultants play a vital role in this by delivering an outstanding customer experience and supporting operational planning activities in a fast-paced environment. Working closely with customers, internal teams, and external partners or agencies, you will handle time-critical tasks and interpret data to deliver the best possible outcomes for our customers.

What we offer:

• An exciting role in a fast-paced, dynamic and established logistics environment.
• The chance to work with diverse, engaged colleagues in a Values-driven, inclusive global organisation.
• Ongoing professional development and learning opportunities.

Key Responsibilities:

• Handling multi-channel customer enquiries to support the end-to-end Supply Chain process.
• Build and maintain relationships with customers, internal stakeholders, and external partners.
• Work collaboratively to resolve issues and deliver customer-focused solutions.
• Interpret and analyse operational data to support decision-making to preserve the customer experience.
• Participate in customer meetings and act as a key point of contact for operational discussions.
• Supporting the co-ordination of daily transport and operational planning, responding effectively to changing customer and operational requirements.
• Keep relevant customer and planning information accurate and up to date.
• Prioritise tasks effectively to meet operational milestones and deadlines
• Proactively identify issues and take action to minimise customer impact on performance and enhance the customer experience.

The key competencies we are looking for:

• Customer-oriented and empathetic, with a positive and professional approach to challenging situations.
• Comfortable communicating with customers and colleagues through a variety of contact channels.
• Listens carefully, asks effective questions and communicates information clearly and appropriately.
• Builds trusting relationships with internal and external stakeholders.
• Proactive and solution-oriented; taking accountability for positive customer outcomes.
• Able to work independently or collaboratively.
• Strong organisation and prioritisation skills, with the ability to manage competing demands.
• Remains calm; making sound decisions in time-sensitive situations.
• Comfortable working in an operational environment where priorities can change.
• Confident learning and using digital tools to organise data and support decision-making.

Your Profile:

You enjoy working in a customer-facing environment where no two days are the same. You thrive in a fast-paced setting, are comfortable managing shifting priorities, and enjoy building relationships with customers and colleagues alike.

We welcome candidates with experience of:

• Customer Service, co-ordination, problem-solving or escalations
• Organising operational activities and making time-sensitive decisions
• Using Microsoft Office applications, particularly Excel and Outlook

Helpful, but not essential:

• A Logistics, transport, haulage, supply chain or planning background
• Familiar with BI or AI tools

If you really care about offering exceptional customer experiences, enjoy solving operational challenges, and are looking to develop your career with a global leader in Integrated Logistics, we'd love to hear from you.

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].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.