Senior CX Consultant - Cold Chain & Ground Freight

Maersk; 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 offered

Job summary

Maersk, a global leader in integrated logistics, seeks a Senior Customer Experience Consultant for Ground Freight and Cold Chain based onsite in Charlotte, NC. You will serve as the primary link between a key customer and our operations, guiding shipments from booking to delivery and ensuring proactive communication.

This role emphasizes cross-team collaboration, problem-solving, and meticulous attention to detail in a fast-paced environment. Onsite five days per week with competitive benefits.

Qualifications

• 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.

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, elevate 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

Logistics experience

Customer service

Stakeholder management

Communication skills

Problem solving

Tools

Microsoft Office

Reporting tools

Transportation management systems

Job description

Maersk, a global leader in integrated logistics, seeks a Senior Customer Experience Consultant for Ground Freight and Cold Chain based onsite in Charlotte, NC. You will serve as the primary link between a key customer and our operations, guiding shipments from booking to delivery and ensuring proactive communication.

This role emphasizes cross-team collaboration, problem-solving, and meticulous attention to detail in a fast-paced environment. Onsite five days per week with competitive benefits.