Customer Experience Consultant

A.P. Moller - Maersk; Manchester; On-site; GBP 35,000 - 52,000; Full time

Job summary

Maersk is seeking a Customer Experience Consultant to join our team supporting a global key customer. You will deliver exceptional service across the end-to-end shipment lifecycle and act as the trusted contact for global stakeholders.

Based in the United Kingdom, you will coordinate shipments, manage documentation, and collaborate with Operations, Finance, Customs and Control Tower teams to ensure seamless execution and continuous service excellence.

Qualifications

• Excellent communication and stakeholder management skills.
• Strong customer focus with the ability to build trusted relationships.
• Excellent organizational skills and attention to detail.
• Analytical mindset with good problem-solving ability.
• Ability to work independently and take ownership of tasks.
• Adaptability and resilience in a changing business environment.
• Good knowledge of Microsoft Excel and the ability to work across multiple systems.
• Confidence in decision-making and managing competing priorities.

Responsibilities

• Deliver an exceptional customer experience throughout the end-to-end shipment lifecycle.
• Act as a trusted point of contact for a global key customer, ensuring timely and professional communication across multiple channels.
• Coordinate daily shipment execution, tracking from origin through final delivery, proactively managing delays and exceptions.
• Ensure import and export documentation is complete and accurate, working closely with customs and operational teams.
• Coordinate warehouse delivery bookings and ensure shipments are delivered on time while minimizing costs.
• Support financial activities including validating ad hoc charges before processing within internal systems.
• Prepare and maintain operational reports, milestone tracking, and performance analysis using multiple systems and Excel.
• Build strong working relationships with internal stakeholders across Operations, Finance, Customs, Control Tower, and European colleagues.
• Understand customer needs, business drivers, and priorities to provide proactive solutions and continuous improvement.
• Manage customer queries, resolve issues, and take ownership until resolution.
• Support customer onboarding activities and contribute to increasing customer satisfaction and long-term growth.
• Promote digital solutions and encourage customers to maximise Maersk's digital platforms.
• Identify opportunities to improve processes and adapt quickly to changing customer requirements and evolving operational procedures.

Skills

Communication

Stakeholder management

Customer focus

Organizational skills

Analytical mindset

Independent work

Adaptability

Decision-making

Multitasking

Tools

Microsoft Excel

Job description

Do you enjoy building strong customer relationships and delivering exceptional service?

At Maersk, we are transforming the logistics industry through innovation, digitalization, and a customer-first mindset.

We are looking for a Customer Experience Consultant to join our team supporting a global key customer. This is an exciting opportunity for someone who thrives in a dynamic, fast-paced environment, enjoys solving complex operational challenges, and is passionate about delivering outstanding customer experiences across the end-to-end shipment lifecycle.

Working closely with customers, internal stakeholders, operations, finance, and logistics teams across Europe, you will play a key role in ensuring seamless execution, proactive communication, and continuous service excellence.

What We Offer

When you join Maersk, you'll find that the world is your workplace. You'll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us, teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future while never forgetting that our customers are at the center of everything we do. At Maersk, we take pride in hiring the best person for the job - irrespective of gender, age, nationality, or religious belief.

Key Responsibilities

• Deliver an exceptional customer experience throughout the end-to-end shipment lifecycle.
• Act as a trusted point of contact for a global key customer, ensuring timely and professional communication across multiple channels.
• Coordinate daily shipment execution, including tracking shipments from origin through final delivery, proactively managing delays and exceptions.
• Ensure import and export documentation is complete and accurate, working closely with customs and operational teams.
• Coordinate warehouse delivery bookings and ensure shipments are delivered on time while minimizing additional costs.
• Support financial activities including validating ad hoc charges (such as detention & demurrage, waiting time, and spot rates) before processing within internal systems.
• Prepare and maintain operational reports, milestone tracking, and performance analysis using multiple systems and Excel.
• Build strong working relationships with internal stakeholders across Operations, Finance, Customs, Control Tower teams, and European colleagues to ensure seamless service delivery.
• Understand customer needs, business drivers, and operational priorities to provide proactive solutions and continuous improvement.
• Manage customer queries, resolve issues, and take ownership until successful resolution.
• Support customer onboarding activities and contribute to increasing customer satisfaction and long-term business growth.
• Promote digital solutions and encourage customers to maximise the use of Maersk's digital platforms.
• Identify opportunities to improve processes and adapt quickly to changing customer requirements and evolving operational procedures.

Who We Are Looking For

We're looking for someone who enjoys solving problems, communicating with a wide variety of stakeholders, and working in an environment where priorities can change quickly.

You will ideally have

• Previous experience in Logistics, Supply Chain, Shipping, Customer Service, or a related field is preferred but not essential.
• Excellent communication and stakeholder management skills.
• Strong customer focus with the ability to build trusted relationships.
• Excellent organizational skills and attention to detail.
• Strong analytical mindset with good problem‑solving ability.
• Ability to work independently and take ownership of tasks.
• Adaptability and resilience in a constantly evolving business environment.
• Good knowledge of Microsoft Excel and the ability to work across multiple systems.
• Confidence in decision-making and managing competing priorities.

Why This Role

This role is ideal for someone who enjoys variety and wants exposure to operations, customer experience, finance, reporting, and supply chain coordination within one of Maersk's global key customer accounts. No two days are the same, making it an excellent opportunity for someone who embraces change, enjoys continuous learning, and wants to build a long‑term career in logistics and customer experience.

#RPO

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.

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