Senior CX Consultant: Ground Freight & Cold Chain (Charlotte)

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

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.