Senior Customer Experience Partner - Global Ocean & SCM

A.P. Moller - Maersk; 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 join our Customer Experience team. You will manage a portfolio of Integrated Ocean and SCM accounts and serve as the primary contact for customers throughout shipment lifecycles.

You will collaborate with internal stakeholders, analyze performance, identify opportunities to enhance service delivery and customer satisfaction, and drive operational excellence.

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 Less than Container Load (LCL) operations is required.
• Strong proficiency in Microsoft Office applications, particularly Excel, and experience with data analytics and reporting.
• Demonstrated ability to work independently, manage competing priorities, and perform effectively in a fast-paced environment.

Responsibilities

• Manage a portfolio of Integrated Ocean and Supply Chain Management accounts within the Automotive and Industrial vertical.
• Serve as the primary point of contact for customers, ensuring a seamless and positive experience 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

Strong communication

Problem solving

Analytical thinking

Customer focus

Time management

Education

Bachelor’s degree or equivalent professional experience

Tools

Excel

CRM software

Data analytics tools

Job description

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

You will collaborate with internal stakeholders, analyze performance, identify opportunities to enhance service delivery and customer satisfaction, and drive operational excellence.