Sr. Customer Experience Partner - ICX

APM Terminals Gothenburg; Charlotte (NC); On-site; USD 65,000 - 80,000; Full time

Job summary

Maersk in Charlotte, NC is seeking a Senior Customer Experience Partner to manage a portfolio of Integrated Ocean and SCM accounts, acting as the primary contact for customers throughout shipment lifecycles.

You will collaborate with internal teams, analyze operational performance, and drive improvements to service delivery and customer satisfaction, supporting junior team members and identifying opportunities to expand Maersk solutions.

Qualifications

• Bachelor's degree or equivalent professional experience required.
• Experience in transportation, logistics, or supply chain operations preferred.
• 2–5 years in relevant roles; 3–5 years in Ocean logistics is a plus.

Responsibilities

• Manage a portfolio of Integrated Ocean and Supply Chain Management accounts within Automotive and Industrial verticals.
• Serve as the primary point of contact for customers, ensuring a seamless experience throughout shipment lifecycles.
• Coordinate with internal teams to resolve operational issues and meet customer satisfaction targets.
• Monitor service levels, transit milestones, and performance metrics to ensure efficient cargo movement.
• Proactively identify and prevent service failures while implementing corrective actions and process improvements.
• Deliver customized reporting and data insights to support customer cargo performance scorecards.
• Analyze trends and identify root causes of performance gaps, collaborating with stakeholders to implement solutions.
• Maintain high standards of vendor performance to support timely and reliable cargo delivery.
• Support the development and onboarding of junior team members through training and knowledge sharing.
• Identify opportunities to introduce additional Maersk products and services that support customers' supply chain needs.
• Continuously expand knowledge of Maersk solutions and apply best practices to enhance customer outcomes.

Skills

Excel

Data analytics

Reporting

Communication

Stakeholder management

Conflict resolution

KPI understanding

Financial awareness

Independent work

Education

Bachelor's degree or equivalent professional experience

Job description

We Offer:

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence. At Maersk, we believe in the power of diversity, collaboration, and continuous learning, and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve. With more than 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics. Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's build a brighter and more sustainable future with Maersk.

What You'll Gain

Opportunity to work with global customers in the Automotive and Industrial sector. Exposure to integrated Ocean and Supply Chain Management solutions within a world-leading logistics company. A collaborative, inclusive culture focused on continuous learning and professional development. The chance to contribute to process improvements, customer success, and operational excellence on a global scale.

The Opportunity

We are seeking a results-driven and customer-focused Senior Customer Experience Partner to join our Customer Experience team. In this role, you will manage a portfolio of Integrated Ocean and SCM accounts, acting as the primary contact for customers while ensuring the successful execution of shipment lifecycles. You will collaborate with internal stakeholders, analyze operational performance, and identify opportunities to enhance service delivery and customer satisfaction. This position offers the opportunity to make a meaningful impact by driving operational excellence and strengthening long‑term customer relationships.

Key Responsibilities

• Manage a portfolio of Integrated Ocean and Supply Chain Management accounts within the Automotive and Industrial vertical.
• Serve as the primary point of contact for customers, ensuring a seamless and positive experience throughout the shipment lifecycle.
• Coordinate with internal teams to resolve operational issues and meet customer satisfaction targets.
• Monitor service levels, transit milestones, and performance metrics to ensure efficient cargo movement.
• Proactively identify and prevent service failures while implementing corrective actions and process improvements.
• Deliver customized reporting and data insights to support customer cargo performance scorecards.
• Analyze trends, identify root causes of performance gaps, and collaborate with stakeholders to implement sustainable solutions.
• Maintain high standards of vendor performance to support timely and reliable cargo delivery.
• Support the development and onboarding of junior team members through training and knowledge sharing.
• Identify opportunities to introduce additional Maersk products and services that support customers' supply chain needs.
• Continuously expand knowledge of Maersk solutions and apply best practices to enhance customer outcomes.

Who We Are Looking For

• We welcome candidates from diverse backgrounds who are passionate about customer experience, logistics, and operational excellence.
• Bachelor's degree or equivalent professional experience.
• 2 to 5 years of functional experience within transportation, logistics, or supply chain operations.
• 3 to 5 years of Ocean logistics industry experience, ideally within shipping operations or customer service.
• Experience with Supply Chain Management (SCM) and Less than Container Load (LCL) operations is required.
• Strong proficiency in Microsoft Office applications, particularly Excel, and experience with data analytics and reporting.
• Demonstrated ability to work independently, manage competing priorities, and perform effectively in a fast‑paced environment.
• Excellent problem‑solving, communication, stakeholder management, and conflict resolution skills.
• Strong understanding of key performance indicators and experience driving results against defined targets.
• Analytical mindset with sound business judgment, operational focus, and financial awareness.
• Commitment to delivering exceptional customer service while fostering collaboration across teams.

Additional Information

Location: Charlotte, NC

Employment Type: Full time

Compensation: $65,000-$80,000* *The stated pay range is the anticipated starting salary and may be adjusted based on market conditions, experience, and location. Final compensation will be discussed directly with the selected candidate(s) in compliance with all applicable laws.

Company Commitment

Maersk is committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to contribute. We welcome applicants from all backgrounds and encourage individuals with diverse experiences and perspectives to apply.

Equal Opportunity Statement

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.

Accommodation Statement

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].

Company Overview

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. 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.