4PL Customer Experience Manager

APM Terminals; Charlotte (NC); On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

21 PTO Days

Floating Holiday

Medical, Dental, Vision Coverage

401(k)

Employee Assistance Programs

Career Development Opportunities

Job summary

Maersk in Charlotte, NC, seeks a 4PL Customer Experience Manager to lead customer-facing teams and drive operational excellence across Ocean, Air, Intermodal, Customs, and Distribution services. You will translate data into business value and build long-term partnerships with key 4PL customers.

The role requires strong leadership, analytical capability, and a track record of managing complex customer accounts, with a focus on efficiency, quality, and service performance.

Qualifications

• Minimum 5 years of management experience within logistics, supply chain, transportation, freight forwarding, or 4PL operations.
• At least 3 years of experience leading customer-facing operations teams responsible for service delivery and account performance.
• Strong analytical and problem-solving skills with the ability to leverage data to identify trends, risks, and opportunities.
• Demonstrated success influencing stakeholders across multiple functions and geographies within a matrix organization.
• Strong business and financial acumen, with the ability to connect operational performance to customer value, efficiency gains, and retention.

Responsibilities

• Lead and develop customer-facing teams that serve as the primary point of contact for key 4PL customers.
• Drive operational excellence through KPI ownership, performance management, and continuous improvement initiatives.
• Translate operational performance data into actionable insights and business value narratives focused on efficiency, quality, service performance, and supply chain resilience.
• Build trusted customer relationships by understanding customer priorities and proactively developing solutions that support business objectives.
• Partner with internal stakeholders, including Operations, Commercial, Product, Digital, Program Management, and Global Service Center teams to deliver integrated solutions.
• Identify and implement process standardization, technology adoption, and optimization opportunities that reduce cost-to-serve and improve customer outcomes.
• Monitor resource allocation and team capacity to ensure service delivery requirements are consistently achieved.
• Lead customer governance activities, business reviews, escalation management, and corrective action plans.
• Foster a culture of accountability, collaboration, ownership, and commercial thinking across the team.

Skills

Leadership

Customer-facing operations

Data analysis

Stakeholder management

Strategic thinking

Financial acumen

Job description

Has responsibility for all customer facing activities and for providing a consistently high quality experience for new and existing customers in a small/medium size cluster.

4PL Customer Experience Manager

At Maersk, we are transforming global logistics through innovation, digitalization, and integrated supply chain solutions.

Our purpose is to improve life for all by integrating the world.

We are committed to creating a workplace where our people can grow, collaborate, and make a meaningful impact for our customers and communities.

The Opportunity

As a 4PL Customer Experience Manager, you will serve as a strategic business leader and trusted customer partner, connecting customer objectives with operational execution across complex supply chain solutions. This role goes beyond service delivery and is accountable for driving operational excellence, improving customer satisfaction, creating measurable business value, and building long-term strategic partnerships. You will lead customer-facing teams responsible for managing transportation and logistics solutions across Ocean, Air, Intermodal, Customs, and Distribution services. Working closely with Program Management, Operations, Commercial, Product, Digital, and Global Service Center teams, you will ensure contractual commitments are met while identifying opportunities to improve performance, efficiency, and customer outcomes.

What We Offer

• The opportunity to lead strategic customer relationships within one of the world's leading integrated logistics companies.


• A collaborative environment where cross-functional partnership and innovation are encouraged.


• Exposure to complex global supply chain operations and industry-leading logistics solutions.


• Ongoing opportunities for professional development, leadership growth, and career progression within Maersk.

Key Responsibilities

• Lead and develop customer-facing teams that serve as the primary point of contact for key 4PL customers.


• Drive operational excellence through KPI ownership, performance management, and continuous improvement initiatives.


• Translate operational performance data into actionable insights and business value narratives focused on efficiency, quality, service performance, and supply chain resilience.


• Build trusted customer relationships by understanding customer priorities and proactively developing solutions that support business objectives.


• Partner with internal stakeholders, including Operations, Commercial, Product, Digital, Program Management, and Global Service Center teams to deliver integrated solutions.


• Identify and implement process standardization, technology adoption, and optimization opportunities that reduce cost-to-serve and improve customer outcomes.


• Monitor resource allocation and team capacity to ensure service delivery requirements are consistently achieved.


• Lead customer governance activities, business reviews, escalation management, and corrective action plans.


• Foster a culture of accountability, collaboration, ownership, and commercial thinking across the team.

What We Are Looking For

We welcome applicants with diverse backgrounds and experiences who are passionate about customer success, operational excellence, and people leadership.

• Minimum 5 years of management experience within logistics, supply chain, transportation, freight forwarding, or 4PL operations.


• At least 3 years of experience leading customer-facing operations teams responsible for service delivery and account performance.


• Strong understanding of end-to-end supply chain operations, including Ocean, Air, Intermodal, Customs, and Distribution services.


• Proven ability to manage complex customer accounts while delivering strong operational and commercial results.


• Experience leading operational governance, KPI management, customer business reviews, and continuous improvement programs.


• Strong analytical and problem-solving skills with the ability to leverage data to identify trends, risks, and opportunities.


• Demonstrated success influencing stakeholders across multiple functions and geographies within a matrix organization.


• Strong business and financial acumen, with the ability to connect operational performance to customer value, efficiency gains, and retention.


• Exceptional leadership, communication, coaching, and stakeholder management skills.


• Experience leveraging technology and AI-enabled tools to improve service delivery and operational efficiency is highly desirable.

Employment Type: Full-Time

Location: Charlotte, NC

Work Arrangement: Onsite, 5 days per week

Salary Range: $100,000.00 - $115,000.00

Benefits

• 21 PTO Days


• 1 Floating Holiday per quarter


• Medical, Dental, and Vision Coverage


• 401(k)


• Employee Assistance Programs


• Career Development Opportunities

Maersk is committed to fostering a diverse and inclusive workplace.

We welcome applications from all qualified candidates and are dedicated to providing equal employment opportunities for everyone.

NOTICE TO CANDIDATES APPLYING TO POSITIONS IN THE UNITED STATES: You must be authorized to work for any employer in the U.S.

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.