Strategic 4PL Customer Experience Leader

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

Benefits offered by this job

21 PTO Days

Floating Holiday

Medical, Dental, Vision Coverage

401(k)

Employee Assistance Programs

Career Development Opportunities

Job summary

Maersk in Charlotte, NC, seeks a 4PL Customer Experience Manager to lead customer-facing teams and drive operational excellence across Ocean, Air, Intermodal, Customs, and Distribution services. You will translate data into business value and build long-term partnerships with key 4PL customers.

The role requires strong leadership, analytical capability, and a track record of managing complex customer accounts, with a focus on efficiency, quality, and service performance.

Qualifications

• Minimum 5 years of management experience within logistics, supply chain, transportation, freight forwarding, or 4PL operations.
• At least 3 years of experience leading customer-facing operations teams responsible for service delivery and account performance.
• Strong analytical and problem-solving skills with the ability to leverage data to identify trends, risks, and opportunities.
• Demonstrated success influencing stakeholders across multiple functions and geographies within a matrix organization.
• Strong business and financial acumen, with the ability to connect operational performance to customer value, efficiency gains, and retention.

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 supply chain resilience.
• Build trusted customer relationships by understanding customer priorities and proactively developing solutions that support business objectives.
• Partner with internal stakeholders, including Operations, Commercial, Product, Digital, Program Management, and Global Service Center teams to deliver integrated solutions.
• Identify and implement process standardization, technology adoption, and optimization opportunities that reduce cost-to-serve and improve customer outcomes.
• Monitor resource allocation and team capacity to ensure service delivery requirements are consistently achieved.
• Lead customer governance activities, business reviews, escalation management, and corrective action plans.
• Foster a culture of accountability, collaboration, ownership, and commercial thinking across the team.

Skills

Leadership

Customer-facing operations

Data analysis

Stakeholder management

Strategic thinking

Financial acumen

Job description

Maersk in Charlotte, NC, seeks a 4PL Customer Experience Manager to lead customer-facing teams and drive operational excellence across Ocean, Air, Intermodal, Customs, and Distribution services. You will translate data into business value and build long-term partnerships with key 4PL customers.

The role requires strong leadership, analytical capability, and a track record of managing complex customer accounts, with a focus on efficiency, quality, and service performance.