Senior Customer Experience & Supply Chain Lead

APM Terminals Gothenburg; 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

Maersk is seeking a Senior Customer Experience Consultant to manage and optimize customer experience and supply chain operations for strategic accounts in FMCG and Technology. The role focuses on driving service performance, governance, and continuous improvement across cross-functional teams.

You will own end-to-end processes, lead RCA and corrective actions, and ensure onboarding success while maintaining strong customer relationships and operational excellence.

Qualifications

• Bachelor's degree or equivalent 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.
• Strong problem-solving and escalation management skills.
• 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 experience across touchpoints.
• Oversee end-to-end case management, including prioritization, escalation, RCA, corrective actions, and follow-up.
• Facilitate customer onboarding activities and adoption of service solutions.
• Build and maintain relationships through proactive engagement and regular reviews.
• Support contract management, ensuring compliance with commitments and governance.

Skills

Customer-facing

KPI reporting

Escalation management

Cross-functional coordination

Analytical skills

Process governance

Independent worker

Strong communication

Education

Bachelor's degree

Tools

Power BI

Excel

Job description

Maersk is seeking a Senior Customer Experience Consultant to manage and optimize customer experience and supply chain operations for strategic accounts in FMCG and Technology. The role focuses on driving service performance, governance, and continuous improvement across cross-functional teams.

You will own end-to-end processes, lead RCA and corrective actions, and ensure onboarding success while maintaining strong customer relationships and operational excellence.