Senior CX Consultant

APM Terminals; Charlotte (NC); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

15 PTO Days

1 Floating Holiday

Medical, Dental, and Vision Coverage

401(k) matching

Employee Assistance Programs

Career Development Opportunities

Additional floating holidays quarterly

Job summary

Maersk is seeking a Senior Customer Experience Consultant to serve as the primary liaison between a key customer and our operational teams for Ground Freight and Cold Chain solutions. You will oversee shipments from booking to final delivery, provide proactive updates, and coordinate across dispatch, brokerage, and carrier teams at our Charlotte site.

The role emphasizes customer service excellence, problem solving, and cross-functional collaboration in a fast-paced environment.

Qualifications

• Two or more years of experience in logistics, transportation, freight forwarding, supply chain, customer experience, shipping, warehousing, or operations.

Responsibilities

• Serve as the primary point of contact between the customer and operational teams, responding to inquiries by email and phone.
• Monitor shipments throughout the transportation lifecycle and maintain visibility from booking through final delivery.
• Provide proactive shipment updates and communicate clearly regarding delays, risks, exceptions, and resolution plans.
• Coordinate with operations, brokerage teams, dispatchers, carriers, cold storage facilities, reefer providers, stations, and specialized transportation partners.
• Ensure shipment execution aligns with customer standard operating procedures, operational requirements, and applicable Cold Chain quality and safety standards.
• Investigate operational disruptions, identify root causes, escalate critical service failures, and coordinate timely resolutions.
• Identify performance trends and process gaps, participate in customer and operational reviews, and recommend improvements that strengthen service delivery.

Skills

Customer service

Stakeholder management

Communication

Problem solving

Attention to detail

Multitasking

Teamwork

Tools

Microsoft Office

Reporting tools

Transportation management systems

Job description

Sr Customer Experience Consultant- Ground Freight & Cold Chain

We are Maersk, a global leader in integrated logistics. We connect and simplify our customers’ supply chains through collaboration, operational excellence, and a commitment to delivering dependable customer experiences.

The Opportunity

As a Senior Customer Experience Consultant, you will serve as the primary connection between a key customer and our operational teams supporting Ground Freight and Cold Chain transportation solutions. You will oversee shipment activity from booking through final delivery, provide proactive communication, manage operational exceptions, and help ensure customer requirements are understood and executed. This is a full-time position based onsite five days per week in Charlotte, North Carolina. The role is ideal for someone who enjoys customer interaction, transportation operations, problem-solving, and working across teams in a fast-paced environment. Previous experience in Cold Chain or Ground Freight is helpful but not required. We are looking for someone with a positive attitude, strong attention to detail, a collaborative mindset, and a willingness to learn.

What We Offer

• An opportunity to support growing Ground Freight and Cold Chain operations.
• Exposure to transportation partners, stations, brokers, dispatch teams, service providers, and customer stakeholders.
• Training and development to strengthen your knowledge of transportation operations and temperature-controlled logistics.
• A collaborative work environment where accountability, curiosity, teamwork, and operational excellence are valued.

Key Responsibilities

• Serve as the primary point of contact between the customer and operational teams, responding to inquiries by email and phone.
• Monitor shipments throughout the transportation lifecycle and maintain visibility from booking through final delivery.
• Provide proactive shipment updates and communicate clearly regarding delays, risks, exceptions, and resolution plans.
• Coordinate with operations, brokerage teams, dispatchers, carriers, cold storage facilities, reefer providers, stations, and specialized transportation partners.
• Ensure shipment execution aligns with customer standard operating procedures, operational requirements, and applicable Cold Chain quality and safety standards.
• Investigate operational disruptions, identify root causes, escape critical service failures, and coordinate timely resolutions.
• Identify performance trends and process gaps, participate in customer and operational reviews, and recommend improvements that strengthen service delivery.

Who We Are Looking For

• We welcome candidates with varied logistics, transportation, operations, and customer service backgrounds who are motivated to learn and contribute to a collaborative team.
• Two or more years of experience in logistics, transportation, freight forwarding, supply chain, customer experience, shipping, warehousing, or operations.
• Experience working with trucking, dispatch, refrigerated cargo, Ground Freight, or temperature-controlled supply chains is preferred but not required.
• Strong customer service and stakeholder management capabilities.
• Clear and professional verbal and written communication skills.
• Strong problem-solving, root cause analysis, and decision-making capabilities.
• Excellent attention to detail, accountability, and follow-through.
• Ability to manage multiple shipments, customer requests, and operational priorities in a fast-paced environment.
• Working knowledge of Microsoft Office, reporting tools, or transportation management systems.

Position Details and Compensation

Location: Charlotte, North Carolina

Employment type: Full-time

Work arrangement: Onsite, five days per week

Salary range: $65,000 to $75,000 annually

Benefits

• 15 PTO Days
• 1 Floating Holiday
• Medical, Dental, and Vision Coverage
• 401(k) matching
• Employee Assistance Programs
• Career Development Opportunities
• Additional floating holidays offered quarterly in accordance with the applicable company program

Actual compensation may vary based on job-related knowledge, skills, experience, internal equity, and other business and organizational considerations.

NOTICE TO CANDIDATES APPLYING TO POSITIONS IN THE UNITED STATES

You must be authorized to work for any employer in the U.S. Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].

A.P. Moller - Maersk

Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.