Senior Customer Experience Lead - Global Logistics

Maersk; Research Forest (TX); On-site; USD 60,000 - 70,000; Full time

Job summary

Maersk is seeking a Senior Customer Experience Partner in The Woodlands, TX, to manage a portfolio of Integrated Ocean and SCM accounts and serve as the main customer contact throughout shipment lifecycles.

You will collaborate with internal teams to resolve issues, monitor service levels, and implement improvements that enhance customer satisfaction. This role emphasizes data-driven reporting, KPI management, and developing junior colleagues.

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.
• Strong proficiency in Excel and data analytics/reporting.
• Ability to work independently in a fast-paced environment.
• Excellent problem-solving, communication, stakeholder management and conflict resolution skills.
• Strong understanding of KPIs and experience driving results.
• Analytical mindset with financial awareness and collaboration across teams.
• Commitment to delivering exceptional customer service.

Responsibilities

• Manage a portfolio of Integrated Ocean and SCM accounts within Automotive and Industrial vertical.
• Serve as the primary contact for customers, ensuring a seamless experience throughout the shipment lifecycle.
• 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 and prevent service failures; implement corrective actions and process improvements.
• Deliver customized reporting and data insights to support customer cargo performance scorecards.
• Analyze trends and root causes of performance gaps; collaborate on solutions.
• Maintain high vendor performance to support timely and reliable deliveries.
• Support development and onboarding of junior team members through training.

Skills

Excel

Data analytics

Stakeholder management

Communication

Problem solving

Conflict resolution

KPIs & performance

Collaboration

Customer service

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Maersk is seeking a Senior Customer Experience Partner in The Woodlands, TX, to manage a portfolio of Integrated Ocean and SCM accounts and serve as the main customer contact throughout shipment lifecycles.

You will collaborate with internal teams to resolve issues, monitor service levels, and implement improvements that enhance customer satisfaction. This role emphasizes data-driven reporting, KPI management, and developing junior colleagues.