Senior Customer Experience Lead – Ocean & SCM Accounts

A.P. Moller - Maersk; 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, serving as the main contact for customers and guiding shipments from start to finish.

You'll collaborate with internal teams, analyze performance, and drive improvements in service delivery, aiming to strengthen long-term relationships and operational excellence across automotive and industrial sectors.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 2 to 5 years of functional experience within transportation, logistics, or supply chain operations.
• 3 to 5 years of Ocean logistics industry experience, ideally within shipping operations or customer service.
• Experience with Supply Chain Management (SCM) and LCL operations is required.
• Strong proficiency in Microsoft Office applications, particularly Excel, and experience with data analytics and reporting.
• Ability to work independently, manage competing priorities, and perform effectively in a fast-paced environment.
• Excellent problem-solving, communication, stakeholder management, and conflict resolution skills.
• Strong understanding of key performance indicators and experience driving results against defined targets.
• Analytical mindset with sound business judgment, operational focus, and financial awareness.
• Commitment to delivering exceptional customer service while fostering collaboration across teams.

Responsibilities

• Manage a portfolio of Integrated Ocean and SCM accounts within Automotive and Industrial vertical.
• Serve as the primary point of contact for customers throughout the shipment lifecycle.
• Coordinate with internal teams to resolve operational issues and meet customer satisfaction targets.
• Monitor service levels, transit milestones, and performance metrics to ensure efficient cargo movement.
• Proactively identify and prevent service failures while implementing corrective actions and process improvements.
• Deliver customized reporting and data insights to support customer cargo performance scorecards.
• Analyze trends, identify root causes of performance gaps, and collaborate with stakeholders to implement sustainable solutions.
• Maintain high standards of vendor performance to support timely and reliable cargo delivery.
• Support the development and onboarding of junior team members through training and knowledge sharing.
• Identify opportunities to introduce additional Maersk products and services that support customers’ supply chain needs.
• Continuously expand knowledge of Maersk solutions and apply best practices to enhance customer outcomes.

Skills

Logistics exp

Customer service

Stakeholder mgmt

Analytical mindset

Problem solving

Communication

Conflict resolution

KPI understanding

Financial awareness

Independent worker

Education

Bachelor’s degree

Equivalent experience

Tools

Excel

Job description

Maersk is seeking a Senior Customer Experience Partner to manage a portfolio of Integrated Ocean and SCM accounts, serving as the main contact for customers and guiding shipments from start to finish.

You'll collaborate with internal teams, analyze performance, and drive improvements in service delivery, aiming to strengthen long-term relationships and operational excellence across automotive and industrial sectors.