4PL Customer Experience Manager

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

Benefits offered by this job

21 PTO Days

1 Floating Holiday per quarter

Medical, Dental, and Vision Coverage

401(k)

Employee Assistance Programs

Career Development Opportunities

Job summary

Maersk in Charlotte, NC is seeking a 4PL Customer Experience Manager to lead customer-facing teams and deliver integrated logistics solutions across Ocean, Air, Intermodal, Customs, and Distribution. You will own KPI performance, drive continuous improvement, and translate data into measurable business value for strategic accounts.

You will partner with Operations, Commercial, Product, Digital, and Global Service Center teams to align customer objectives with execution, ensure contractual

Qualifications

• 5+ years of management experience in logistics, supply chain, transportation, freight forwarding, or 4PL operations.
• Experience leading customer-facing operations teams responsible for service delivery and account performance.
• Strong understanding of end-to-end supply chain operations (Ocean, Air, Intermodal, Customs, Distribution).
• Proven ability to manage complex customer accounts with strong operational and commercial results.
• Experience leading governance, KPI management, customer business reviews, and continuous improvement programs.

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 resilience.
• Build trusted customer relationships by understanding customer priorities and proactively developing solutions that support business objectives.
• Partner with internal stakeholders (Operations, Commercial, Product, Digital, Program Management, Global Service Center) to deliver integrated solutions.
• Identify and implement process standardization, technology adoption, and optimization opportunities to reduce cost-to-serve and improve outcomes.
• Monitor resource allocation and team capacity to ensure service delivery requirements are met.
• Lead customer governance activities, business reviews, escalation management, and corrective action plans.
• Foster a culture of accountability, collaboration, ownership, and commercial thinking.

Skills

Logistics management

Customer-facing leadership

KPI management

Data-driven decision making

Strategic partnerships

Tools

AI-enabled tools

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.

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