Senior Customer Experience Partner

Senior Customer Experience Partner

(Hybrid position requiring 2-3 days in the office each week)

We Offer:

Maersk is a global leader in integrated logistics and have been industry pioneers 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 organisation reflect and understand the customers we exist to serve.

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.

The opportunity:

Maersk, a global leader in logistics and supply chain management, is seeking a dynamic and experienced Senior Customer Experience Partner. The ideal candidate will be responsible for delivering industry leading customer experience, assisting the setup of operations structure, and monitoring the day-to-day operations of the SCM customer experience and execution.

Key Responsibilities:

• Thoroughly comprehend the business requirements of our supply chain SCM accounts and diligently execute programs aligned with defined IOPs, SOPs, and KPIs.

• Cultivate and sustain enduring relationships with customers, as well as internal operational and customer service networks.

• Proactively identify and resolve program exceptions, guided by broad guidelines provided by the Program Manager, KCM, or Customer Experience Manager.

• Lead and collaborate with the Global Service Centre (GSC) team assigned to key accounts.

• Maintain and adjust IOPs, SOPs, and KPIs in line with business changes.

• Analyze gaps between operational service levels and data outputs, and propose solutions to address these discrepancies.

• Prepare KPIs and other program initiatives for internal Maersk stakeholders, assisting in their presentation to clients.

• Coordinate and assist with new tactical and operational projects initiated by clients or Maersk.

• Serve as a liaison between origin teams and clients, improving understanding and facilitating communication.

• Investigate EDI failures, analyze inputs to determine root causes, and coordinate necessary system changes to improve performance.

• Ensure compliance with all applicable federal, state, and local laws and regulations, as well as adherence to company procedures and policies.

• Perform other duties as assigned by management.

We are looking for:

• A Bachelor's Degree, Diploma, or equivalent.

• Proven experience in transportation or logistics, with 2 to 4 years of functional experience required.

• Demonstrated expertise in SCM or a similar industry, with 3-5 years of relevant experience preferred.

• Solid background in shipping operations.

• Proven ability to build and maintain strong, long-term relationships with clients and stakeholders.

At Maersk, we value diversity, inclusivity, and respect for all individuals. We are committed to creating a work environment that reflects global diversity and fosters equal employment opportunities. If you are passionate about customer service and have a strong background in SCM or logistics, we encourage you to apply.

Company Benefits:

Medical

Dental

Vision

401k + Company Match

Employee Assistance Program

Paid Time Off

Flexible Work Schedules (when possible)

And more!

Pay Range: $65,000-$75,000*

*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.

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

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 accommodationrequests@maersk.com.