Senior Customer Experience Strategist

Maersk Line Limited; Charlotte (NC); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Job summary

Maersk is seeking Senior Customer Experience Consultants to be the first point of contact for customers, managing complex cases and working with global accounts to improve service delivery. This role emphasizes collaboration, problem solving, and a client-centric approach within a matrix organization.

The position involves managing escalations, liaising with global stakeholders, and contributing to continuous improvements in supply chain projects.

Qualifications

• Bachelor’s Degree, Diploma or equivalent OR at least 3 years of functional experience in transportation or logistics required.
• Strong experience in end-to-end Lead Logistics operations and customer servicing.
• Proven track record in delivering service performance and meeting KPIs/SLAs.
• Experience in handling customer interactions, escalations, and operational problem-solving.
• Customer-centric mindset with ability to understand and respond to customer needs.
• Strong analytical and problem-solving skillsAbility to work collaboratively in a matrix environment.
• Results-driven with strong sense of ownership and accountability.
• Knowledge of process excellence and continuous improvement practices is an advantage.

Responsibilities

• Deliver exceptional customer service and manage escalations
• Liaise with global stakeholders and third-party suppliers
• Identify challenges in client supply chains and propose solutions
• Monitor performance and produce KPI reports
• Participate in supply chain projects and continuous improvement initiatives

Skills

Collaborative

Solutions-focused

Client-centric

Lead Logistics

KPI SLAs

Customer service

Education

Bachelor’s Degree or 3+ years logistics exp

Job description

Maersk is seeking Senior Customer Experience Consultants to be the first point of contact for customers, managing complex cases and working with global accounts to improve service delivery. This role emphasizes collaboration, problem solving, and a client-centric approach within a matrix organization.

The position involves managing escalations, liaising with global stakeholders, and contributing to continuous improvements in supply chain projects.