Senior Customer Experience & Supply Chain Lead

A.P. Moller - Maersk; Charlotte (NC); On-site; USD 72,000 - 85,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Job summary

A.P. Moller - Maersk is seeking a Senior Customer Experience Consultant to optimize customer experience and supply chain operations for strategic FMCG and Technology customers. You will act as a trusted advisor, drive performance improvements, and coordinate with global teams to deliver end-to-end solutions.

You will manage complex processes, lead cross-functional initiatives, and ensure governance and process improvements are in place to enhance satisfaction and efficiency.

Qualifications

• Bachelor's degree or equivalent experience in Supply Chain, Logistics, International Business or related fields.
• 2+ years in Ocean, Freight Forwarding, Logistics, Transportation, or Supply Chain.
• Customer-facing role supporting strategic accounts.
• KPI reporting and service review experience.
• Advanced Excel and reporting skills.
• Experience coordinating across multiple functions and geographies.
• Excellent communication in customer-facing environments.
• Ability to operate independently and proactively.

Responsibilities

• Serve as the primary point of contact for customers regarding operational performance, service delivery, and issue resolution.
• Manage customer communication channels, ensuring timely responses and a seamless customer experience across all touchpoints.
• Oversee end-to-end case management, including prioritization, escalation management, root cause identification, corrective actions, and resolution follow-up.
• Facilitate customer onboarding activities, ensuring successful implementation, operational readiness, and adoption of agreed service solutions.
• Build and maintain strong customer relationships through proactive engagement, business reviews, and regular stakeholder communication.
• Support contract management activities, ensuring compliance with agreed service commitments, operational requirements, and governance frameworks.

Skills

Bachelor's degree or equivalent

2+ years experience

Customer-facing role

KPI reporting

Advanced Excel

Cross-functional coordination

Excellent communication

Independent work

Education

Bachelor's degree

Tools

Excel

Power BI

Job description

A.P. Moller - Maersk is seeking a Senior Customer Experience Consultant to optimize customer experience and supply chain operations for strategic FMCG and Technology customers. You will act as a trusted advisor, drive performance improvements, and coordinate with global teams to deliver end-to-end solutions.

You will manage complex processes, lead cross-functional initiatives, and ensure governance and process improvements are in place to enhance satisfaction and efficiency.