Senior Customer Experience Partner, Global Ocean & SCM

APM Terminals Gothenburg; Charlotte (NC); On-site; USD 65,000 - 80,000; Full time

Job summary

Maersk in Charlotte, NC is seeking a Senior Customer Experience Partner to manage a portfolio of Integrated Ocean and SCM accounts, acting as the primary contact for customers throughout shipment lifecycles.

You will collaborate with internal teams, analyze operational performance, and drive improvements to service delivery and customer satisfaction, supporting junior team members and identifying opportunities to expand Maersk solutions.

Qualifications

• Bachelor's degree or equivalent professional experience required.
• Experience in transportation, logistics, or supply chain operations preferred.
• 2–5 years in relevant roles; 3–5 years in Ocean logistics is a plus.

Responsibilities

• Manage a portfolio of Integrated Ocean and Supply Chain Management accounts within Automotive and Industrial verticals.
• Serve as the primary point of contact for customers, ensuring a seamless experience throughout shipment lifecycles.
• 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 and identify root causes of performance gaps, collaborating with stakeholders to implement 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

Excel

Data analytics

Reporting

Communication

Stakeholder management

Conflict resolution

KPI understanding

Financial awareness

Independent work

Education

Bachelor's degree or equivalent professional experience

Job description

Maersk in Charlotte, NC is seeking a Senior Customer Experience Partner to manage a portfolio of Integrated Ocean and SCM accounts, acting as the primary contact for customers throughout shipment lifecycles.

You will collaborate with internal teams, analyze operational performance, and drive improvements to service delivery and customer satisfaction, supporting junior team members and identifying opportunities to expand Maersk solutions.