Senior Customer Experience Partner – 4PL (Air)

A.P. Moller - Maersk; Charlotte (NC); On-site; CAD 97,000 - 103,000; Full time

Benefits offered by this job

Annual bonus

Job summary

Maersk in Charlotte, NC is seeking a Senior Customer Experience Partner to support a strategic, global customer with time-sensitive transportation needs. You will coordinate air freight, manage exceptions, and serve as the liaison between customers and operations to deliver exceptional service.

The role requires strong communication, organization, and the ability to operate in a dynamic environment across time zones, with emphasis on customer-first delivery and cross-functional collaboration.

Qualifications

• 2+ years of experience in logistics, transportation, freight forwarding, supply chain, or customer operations.
• Strong air freight experience strongly preferred.
• Exceptional written and verbal communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Experience working with customers and managing stakeholder expectations.

Responsibilities

• Manage day-to-day customer operations and ensure execution against agreed service levels and KPIs.
• Build and maintain strong relationships with customer stakeholders and internal operational teams.
• Act as the primary escalation point for operational issues, ensuring timely communication and resolution.
• Partner with global teams across multiple time zones to ensure seamless service delivery.
• Coordinate and monitor air freight movements while proactively managing exceptions.
• Maintain operational procedures, work instructions, and performance reporting requirements.
• Analyze operational gaps and identify opportunities for service improvement.
• Lead communication between customer stakeholders and internal teams to ensure alignment and execution.
• Support implementation of new customer initiatives, projects, and growth opportunities.
• Participate in continuous improvement activities and root-cause resolution efforts.

Skills

Logistics operations

Air freight experience

Stakeholder management

Communication skills

Multitasking

Customer-focused

Global collaboration

Microsoft Excel

Organizational skills

Tools

Microsoft Office

Job description

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence. With a presence in more than 130 countries and a workforce of over 100,000 employees, we are committed to connecting and simplifying our customers’ supply chains.

About the Role

We are Maersk, and we are seeking a Senior Customer Experience Partner to support a rapidly growing global customer with highly time-sensitive transportation requirements. This role is ideal for a customer-focused logistics professional who thrives in fast-paced environments where responsiveness, organization, and communication are critical.

You will serve as a key point of contact between the customer, operational teams, and global stakeholders to ensure exceptional service delivery. Working within a global “around-the-sun” operating model, you will coordinate air freight activities, proactively manage operational exceptions, and deliver a best-in-class customer experience.

Success in this role requires outstanding stakeholder management, strong prioritization skills, excellent communication, and the ability to operate effectively in a highly manual and dynamic environment.

What We Offer

• Opportunity to support a strategic, high-growth global customer
• Exposure to international operations and cross-functional stakeholders around the world
• Fast-paced environment where you can make an immediate impact
• Career growth opportunities within Maersk’s Customer Experience and Logistics organization

Key Responsibilities

• Manage day-to-day customer operations and ensure execution against agreed service levels and KPIs
• Build and maintain strong relationships with customer stakeholders and internal operational teams
• Act as the primary escalation point for operational issues, ensuring timely communication and resolution
• Partner closely with global teams operating across multiple time zones to ensure seamless service delivery
• Coordinate and monitor air freight movements while proactively managing exceptions
• Maintain operational procedures, work instructions, and performance reporting requirements
• Analyze operational gaps and identify opportunities for service improvement
• Lead communication between customer stakeholders and internal teams to ensure alignment and execution
• Support implementation of new customer initiatives, projects, and growth opportunities
• Participate in continuous improvement activities and root-cause resolution efforts

Who We Are Looking For

• 2+ years of experience in logistics, transportation, freight forwarding, supply chain, or customer operations
• Strong air freight experience strongly preferred
• Exceptional written and verbal communication skills
• Proven ability to manage multiple priorities in a fast-paced environment
• Experience working directly with customers and managing stakeholder expectations
• Highly organized and comfortable operating within manual processes and workflows
• Strong problem-solving and critical-thinking capabilities
• Ability to collaborate effectively with global teams across multiple time zones
• Advanced proficiency in Microsoft Office, particularly Excel
• Customer-first mindset with strong attention to detail and sense of urgency

Role Details

• Location: Charlotte, North Carolina
• Job Type: Full-time
• Salary Range: $70,000 - $75,000 annually
• Bonus: 10% annual bonus opportunity

We are committed to equal employment opportunities and creating an inclusive environment for all employees.

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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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