Strategic 4PL Customer Experience Lead

Maersk; Charlotte (NC); On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

21 PTO Days

1 Floating Holiday per quarter

Medical, Dental, and Vision Coverage

401(k)

Employee Assistance Programs

Career Development Opportunities

Job summary

Maersk in Charlotte, NC is seeking a 4PL Customer Experience Manager to lead customer-facing teams and deliver integrated logistics solutions across Ocean, Air, Intermodal, Customs, and Distribution. You will own KPI performance, drive continuous improvement, and translate data into measurable business value for strategic accounts.

You will partner with Operations, Commercial, Product, Digital, and Global Service Center teams to align customer objectives with execution, ensure contractual

Qualifications

• 5+ years of management experience in logistics, supply chain, transportation, freight forwarding, or 4PL operations.
• Experience leading customer-facing operations teams responsible for service delivery and account performance.
• Strong understanding of end-to-end supply chain operations (Ocean, Air, Intermodal, Customs, Distribution).
• Proven ability to manage complex customer accounts with strong operational and commercial results.
• Experience leading governance, KPI management, customer business reviews, and continuous improvement programs.

Responsibilities

• Lead and develop customer-facing teams that serve as the primary point of contact for key 4PL customers.
• Drive operational excellence through KPI ownership, performance management, and continuous improvement initiatives.
• Translate operational performance data into actionable insights and business value narratives focused on efficiency, quality, service performance, and resilience.
• Build trusted customer relationships by understanding customer priorities and proactively developing solutions that support business objectives.
• Partner with internal stakeholders (Operations, Commercial, Product, Digital, Program Management, Global Service Center) to deliver integrated solutions.
• Identify and implement process standardization, technology adoption, and optimization opportunities to reduce cost-to-serve and improve outcomes.
• Monitor resource allocation and team capacity to ensure service delivery requirements are met.
• Lead customer governance activities, business reviews, escalation management, and corrective action plans.
• Foster a culture of accountability, collaboration, ownership, and commercial thinking.

Skills

Logistics management

Customer-facing leadership

KPI management

Data-driven decision making

Strategic partnerships

Tools

AI-enabled tools

Job description

Maersk in Charlotte, NC is seeking a 4PL Customer Experience Manager to lead customer-facing teams and deliver integrated logistics solutions across Ocean, Air, Intermodal, Customs, and Distribution. You will own KPI performance, drive continuous improvement, and translate data into measurable business value for strategic accounts.

You will partner with Operations, Commercial, Product, Digital, and Global Service Center teams to align customer objectives with execution, ensure contractual