Global Customer Experience Lead - Logistics & SCM

APM Terminals; Charlotte (NC); On-site; USD 60,000 - 70,000; Full time

Job summary

Maersk is seeking a Senior Customer Experience Partner to manage a portfolio of Integrated Ocean and SCM accounts, acting as the primary customer contact throughout shipment lifecycles. You will collaborate with internal teams to resolve issues and ensure satisfaction, delivering data-driven insights and reporting.

Preferred candidates have 3–5 years in ocean logistics, SCM/LCL experience, and strong Excel/data analytics skills, with a focus on operational excellence and customer outcomes.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 2–5 years of experience in transportation, logistics, or supply chain operations.
• 3–5 years of Ocean logistics industry experience, ideally in shipping operations or customer service.
• Experience with SCM and LCL operations is required.
• Strong data analytics and reporting skills, especially in Excel.

Responsibilities

• Manage a portfolio of Integrated Ocean and SCM accounts within Automotive and Industrial sectors.
• Serve as the primary point of contact for customers during shipment lifecycles.
• Coordinate with internal teams to resolve operational issues and meet customer satisfaction targets.
• Monitor service levels, milestones, and performance metrics for efficient cargo movement.
• Identify root causes of performance gaps and implement corrective actions and improvements.
• Provide customized reporting and insights for customer scorecards.
• Support onboarding and development of junior team members.
• Identify opportunities to introduce additional Maersk products and services.

Skills

Data analytics

Stakeholder management

Problem solving

Communication

Education

Bachelor's degree or equivalent

Tools

Excel

Job description

Maersk is seeking a Senior Customer Experience Partner to manage a portfolio of Integrated Ocean and SCM accounts, acting as the primary customer contact throughout shipment lifecycles. You will collaborate with internal teams to resolve issues and ensure satisfaction, delivering data-driven insights and reporting.

Preferred candidates have 3–5 years in ocean logistics, SCM/LCL experience, and strong Excel/data analytics skills, with a focus on operational excellence and customer outcomes.