Senior Logistics Customer Experience Lead

APM Terminals; Edison (NJ); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k plus Company Match

Employee Assistance Program

Paid Time Off

Flexible Work Schedules

And more!

Job summary

Maersk is seeking a Senior Customer Service Representative to serve as the primary contact for customers, overseeing inquiries, coordinating shipment activities, and resolving service issues across carriers, terminals, and internal teams.

The role requires strong leadership, exceptional organization, and a customer-centric mindset to deliver outstanding service in a fast-paced logistics environment.

Qualifications

• 3+ years of customer service experience, preferably within transportation, logistics, supply chain, or distribution environments.
• Proven ability to manage complex customer situations and resolve issues effectively.
• Strong verbal and written communication skills.
• Excellent organizational, multitasking, and time management abilities.
• Proficiency in Microsoft Office Suite and experience working within customer service and transportation management systems.
• Ability to work independently and make sound decisions in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Professional, positive, and customer-centric approach.
• Experience mentoring or supporting team members is preferred.

Responsibilities

• Serve as the primary escalation point for customer inquiries, shipment issues, and service concerns.
• Manage and monitor delivery and return orders, ensuring timely resolution and customer satisfaction.
• Coordinate closely with warehouse, transportation, and operations teams to support daily workflow and order execution.
• Provide guidance and support to customer service team members, helping to resolve complex customer issues.
• Track, investigate, and resolve shipment discrepancies, returns, and delivery exceptions.
• Maintain accurate customer records, order information, and service documentation within company systems.
• Proactively communicate shipment updates, delays, and solutions to customers and internal stakeholders.
• Analyze recurring service issues and recommend process improvements to enhance operational efficiency and customer satisfaction.
• Assist management with daily operational planning, reporting, and service performance metrics.
• Support special projects and cross-functional initiatives as needed.

Skills

Customer service

Communication

Organization

Transportation management

Independence

Problem-solving

Mentoring

Tools

Microsoft Office Suite

Job description

Maersk is seeking a Senior Customer Service Representative to serve as the primary contact for customers, overseeing inquiries, coordinating shipment activities, and resolving service issues across carriers, terminals, and internal teams.

The role requires strong leadership, exceptional organization, and a customer-centric mindset to deliver outstanding service in a fast-paced logistics environment.