Sr. CX Consultant

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

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Job summary

Maersk is seeking a Senior Customer Experience Consultant to be the first point of contact for customers, resolving complex inquiries and driving process improvements. You will collaborate with global stakeholders and suppliers, manage escalations, and monitor KPIs to uphold service excellence.

In a matrix, international environment, you will identify challenges in client supply chains and propose practical solutions, delivering world-class service and measurable outcomes.

Qualifications

• Bachelor’s Degree or equivalent OR 3+ years of experience in transportation or logistics.
• Proven track record in end-to-end Lead Logistics operations and customer servicing.
• Experience delivering service performance and meeting KPIs/SLAs.

Responsibilities

• Deliver exceptional customer service and manage escalations.
• Liaise with global stakeholders and third-party suppliers.
• Identify challenges in client supply chains and propose solutions.
• Monitor performance and produce KPI reports.
• Participate in supply chain projects and continuous improvement initiatives.

Skills

Customer service

KPI/SLAs

Problem solving

Stakeholder management

Cross-functional teamwork

Analytical thinking

Ownership and accountability

Education

Bachelor’s Degree or equivalent

Job description

Maersk is a global leader in integrated logistics and has been pioneering the industry for over a century. Through innovation and transformation, we redefine what’s possible—setting new standards for efficiency, sustainability, and excellence. At Maersk, we believe in the power of diversity, collaboration, and continuous learning. With over 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 sail towards a brighter, more sustainable future with Maersk.

About the Role

We’re looking for Senior Customer Experience Consultants who are: Collaborative – thrive in a team environment and build strong relationships Solutions-focused – proactive in problem-solving and process improvement Client-centric – passionate about delivering world-class service You’ll be the first point of contact for our customers, ensuring every interaction is professional, efficient, and adds value. This is a role where you’ll manage complex cases, work with global accounts, and continuously innovate to improve service delivery.

Key Responsibilities

• Deliver exceptional customer service and manage escalations
• Liaise with global stakeholders and third-party suppliers
• Identify challenges in client supply chains and propose solutions
• Monitor performance and produce KPI reports
• Participate in supply chain projects and continuous improvement initiatives

What We’re Looking For

• Bachelor’s Degree, Diploma or equivalent OR at least 3 years of functional experience in transportation or logistics required.
• Strong experience in end-to-end Lead Logistics operations and customer servicing
• Proven track record in delivering service performance and meeting KPIs/SLAs
• Experience in handling customer interactions, escalations, and operational problem-solving
• Customer-centric mindset with ability to understand and respond to customer needs
• Strong analytical and problem-solving skills
• Ability to work collaboratively in a matrix environment
• Results-driven with strong sense of ownership and accountability
• Knowledge of process excellence and continuous improvement practices is an advantage
• Business/Technical Knowledge: Experience in Change Management
• Strong collaboration and teamwork mindset Strong communication, influencing and stakeholder management skills
• Strong customer-centric mindset
• Result driven combined with the ability to achieve results through people
• International experience, comfortable working in a matrix organization

Job Type: Full Time

Salary: $65,100 - $80,100*
*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Benefits: Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

Notice to applicants applying to positions in the United States You must be authorized to work for any employer in the U.S. Relocation & Immigration support is not available for this position.

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].

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 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.