Senior Customer Experience Consultant - Control Tower

A.P. Moller - Maersk; Rotterdam; On-site; EUR 70,000 - 90,000; Full time

Job summary

Maersk in Rotterdam is seeking an experienced Senior Customer Experience Consultant - Control Tower to lead end-to-end management of pharmaceutical shipments in a temperature-controlled facility. You will coordinate inbound/outbound shipments, GDP-compliant cold chain and provide proactive customer updates.

As the primary operational contact for customers, warehouse teams, carriers and customs, you will establish processes, ensure service levels, and support the launch of a new pharmaceutical

Qualifications

• 3–5 years of experience in freight forwarding within Control Tower activities.
• Experience with international shipping and supply chain coordination.
• Knowledge of pharmaceutical, healthcare, or temperature-controlled logistics preferred.
• Understanding GDP requirements; Air freight is an advantage.
• Experience with TMS, WMS, ERP, or shipment visibility tools.
• Strong communication and stakeholder management skills.
• Fluent in English; additional languages are a plus.

Responsibilities

• Coordinate inbound and outbound customer shipments.
• Maintain end-to-end shipment visibility and milestone tracking.
• Manage operational exceptions, delays, and escalations.
• Coordinate activities across transportation, warehouse, and ocean freight operations.
• Ensure customer requirements and service levels are met in line with KPIs.
• Coordinate truck arrivals, cargo handling, storage, and container loading.
• Monitor cold chain integrity and GDP compliance.
• Arrange ocean freight bookings with shipping lines.
• Liaise with carriers, terminals, depots, and customs brokers.
• Provide shipment updates and proactive communication.
• Support customer reviews and continuous improvement initiatives.

Skills

Freight forwarding

Control Tower operations

Stakeholder management

Communication

Tools

TMS

WMS

ERP

Shipment visibility tools

Job description

We are looking for an experienced Senior Customer Experience Consultant - Control Tower to support the end-to-end management of pharmaceutical and healthcare shipments within a temperature-controlled logistics facility in Rotterdam, Maasvlakte.

The role acts as the central operational contact between customers, warehouse teams, transport providers, ocean carriers, and customs partners. You will coordinate cargo movements from inbound truck arrival, through unloading and short-term cold storage, to container loading and export via ocean freight using Maersk or other ocean carriers, depending on customer and destination requirements.

The successful candidate will ensure operational excellence, shipment visibility, GDP compliance, and outstanding customer service.

Why This Role is Unique

This is a newly created position and an opportunity to help build a new pharmaceutical logistics operation from the ground up.

We are looking for a self-starter with a proven track record in logistics operations, who enjoys taking ownership, solving problems, and working independently. You will play a key role in supporting our first customers, establishing operational processes, and contributing to the future growth of the business.

Key Responsibilities

Control Tower Operations

• Coordinate inbound and outbound customer shipments.
• Maintain end-to-end shipment visibility and milestone tracking.
• Manage operational exceptions, delays, and escalations.
• Coordinate activities across transportation, warehouse, and ocean freight operations.
• Ensure customer requirements and service levels are met inline with KPIs.

Warehouse & Cold Chain Coordination

• Coordinate truck arrivals, cargo handling, storage, and container loading.
• Ensure proper handling of pharmaceutical products in a GDP-compliant environment.
• Verify shipment readiness and export documentation.
• Monitor cold chain integrity and operational compliance.

Ocean Freight Coordination

• Arrange ocean freight bookings with shipping lines.
• Liaise with carriers, terminals, depots, and customs brokers.
• Ensure accurate and timely shipment execution.

Customer Management

• Serve as the primary operational contact for customers.
• Provide shipment updates and proactive communication.
• Support customer reviews and continuous improvement initiatives.

Qualifications

• 3-5 years of experience in freight forwarding within Control Tower activities.
• Experience with international shipping and supply chain coordination.
• Knowledge of pharmaceutical, healthcare, or temperature-controlled logistics is preferred.
• Understanding of GDP requirements & Air freight is an advantage.
• Experience with TMS, WMS, ERP, or shipment visibility tools.
• Strong communication and stakeholder management skills.
• Fluent in English; additional languages are a plus.

Key Competencies

• Strong organizational and planning skills.
• Proactive and solution-oriented mindset.
• Ability to work independently and take ownership.
• Customer-focused approach.
• Strong attention to detail and compliance.
• Ability to manage multiple priorities in a fast-paced environment.

Ideal Candidate

You are a hands-on logistics professional who enjoys working in a dynamic operational environment.

You have a proven ability to coordinate complex supply chains, build strong stakeholder relationships, and drive results. Most importantly, you are excited by the opportunity to help launch a new operation, support our first customers, and make a visible impact on a growing pharmaceutical logistics business.

As part of our pre-employment screening, we ask you to provide a VOG.

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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