E-commerce Service Delivery Specialist

APM Terminals; Almere; On-site; EUR 60,000 - 85,000; Full time

Job summary

Maersk is transforming logistics by delivering end‑to‑end solutions for retailers and brands across Europe. We are seeking a Service Delivery Specialist (German speaker) to act as the primary contact for a portfolio of customers, build trusted relationships, and drive service excellence while supporting long-term growth and retention.

You will lead performance reviews, monitor service outcomes, and collaborate with cross-functional teams to translate customer needs into tangible improvements and

Qualifications

• Experience in service delivery, customer success, or account management.
• Background in E‑Commerce logistics, parcel delivery, or fulfilment environments is preferred.
• Strong customer relationship management skills.
• Commercial awareness with growth mindset.
• Excellent communication, presentation, and stakeholder management skills.
• Analytical thinking and problem-solving capabilities.
• Proactive, curious, and solutions-oriented mindset.
• Ability to manage multiple customer relationships in a fast-paced environment.
• German language fluency is mandatory.

Responsibilities

• Act as the primary contact for a portfolio of customers across Europe.
• Develop strong, long-term customer relationships and become a trusted advisor.
• Lead monthly and quarterly business reviews (MBRs and QBRs).
• Monitor service performance, identify trends, risks and opportunities.
• Manage customer escalations and coordinate resolutions across internal teams.
• Collaborate with Operations, Product, Commercial and other stakeholders to deliver outcomes.
• Understand customers' business priorities and operational requirements.
• Translate customer needs into actionable service improvements and enhancement plans.
• Support customer retention and identify opportunities to expand relationships.
• Drive adoption of digital tools, capabilities and new service offerings.
• Ensure customer action plans are executed and tracked.

Skills

Customer management

Commercial awareness

Communication skills

Stakeholder management

Analytical thinking

Problem solving

Multitasking

German fluency

Job description

At Maersk, we are transforming the world of logistics by connecting and simplifying our customers' supply chains. As a global leader in integrated logistics, we provide end-to-end solutions spanning ocean, air, landside transportation, warehousing, fulfilment, and digital logistics services. Our Maersk E-Commerce business helps some of the world's most dynamic retailers and brands deliver outstanding customer experiences through scalable fulfilment, parcel management, and last-mile solutions. As e-commerce continues to evolve, we are focused on delivering operational excellence, innovation, and exceptional service for customers across Europe.

About the role

As a Service Delivery Specialist (German speaker), you will play a critical role in ensuring our customers receive the highest levels of service while helping them maximise the value of our solutions. Acting as the primary point of contact for a portfolio of customers, you will build trusted relationships, drive service excellence, and support long-term customer growth and retention.

What You'll Be Doing

• Act as the primary point of contact for a portfolio of customers across Europe.
• Develop strong, long-term customer relationships and become a trusted advisor.
• Lead customer performance reviews, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
• Monitor service performance, identifying trends, risks, and opportunities for improvement.
• Manage customer escalations and coordinate effective resolutions across internal teams.
• Work closely with Operations, Product, Commercial, and other stakeholders to deliver customer outcomes.
• Understand customers' businesses, strategic priorities, and operational requirements.
• Translate customer needs into actionable service improvements and enhancement plans.
• Support customer retention and identify opportunities to expand existing relationships.
• Drive adoption of digital tools, capabilities, and new service offerings.
• Ensure customer action plans are executed and tracked to successful completion.

What We're Looking For

• Experience in Service Delivery, Customer Success, Account Management, Logistics, Operations, or similar customer-facing roles.
• Background in E-Commerce logistics, parcel delivery, or fulfilment environments is preferred.
• Strong customer relationship management skills.
• Commercial awareness and the ability to identify growth opportunities.
• Excellent communication, presentation, and stakeholder management skills.
• Analytical thinking and strong problem-solving capabilities.
• A proactive, curious, and solutions-oriented mindset.
• The ability to manage multiple customer relationships simultaneously in a fast-paced environment.
• Fluent in German (mandatory)

Why Join Maersk?

This is an opportunity to join a global organisation at the forefront of logistics transformation. You'll work with leading e-commerce customers, collaborate with colleagues across Europe, and help shape service experiences that directly impact customer success. If you're passionate about customer experience, service excellence, and helping businesses grow, 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.