Customer Experience Consultant

About Maersk

At Maersk, we have a vision to become the Global Integrator of container logistics, connecting and simplifying our customers’ supply chains. With a strong commitment to operational excellence, innovation, and customer satisfaction, we strive to deliver seamless end-to-end logistics solutions that enable businesses to grow and succeed.

Joining Maersk means becoming part of a diverse, collaborative, and customer-focused team where your contribution makes a difference. We empower our people to take ownership, challenge the status quo, and continuously improve the way we work to deliver exceptional customer experiences.

About the Role

As a Customer Experience Consultant, you will play a key role in ensuring reliable, timely, and accurate execution of Outbound logistics activities across multiple regions. Reporting to the Outbound Team Leader, you will manage day-to-day shipment coordination, documentation, system updates, milestone tracking, and exception resolution, ensuring all activities are delivered in line with customer requirements, agreed service levels, and standard operating procedures.

Working in a dynamic, high-volume operational environment, you will collaborate closely with customers, carriers, origin and destination teams, and internal stakeholders to maintain shipment visibility, protect service performance, and deliver a consistent customer experience.

This role is ideal for a detail-oriented logistics professional who takes ownership, thrives under pressure, and is passionate about operational excellence and customer satisfaction.

Key Responsibilities

Outbound Operations & Shipment Execution

• Execute outbound logistics activities from booking request through shipment handover and milestone completion, following customer instructions and established procedures.
• Coordinate bookings, transport requirements, shipping documentation, cut-off dates, and shipment milestones across assigned regions and trade lanes.
• Maintain accurate and timely shipment information in SAP, Transport Management Systems (TMS), and operational trackers.
• Manage daily priorities effectively to ensure timely execution and consistent service delivery in a high-volume environment.

Performance, Data Quality & Compliance

• Meet agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), including timeliness, data accuracy, milestone compliance, and documentation quality.
• Perform daily operational controls and validate data to ensure accuracy, completeness, and reporting reliability.
• Identify potential performance gaps early, take corrective action, and escalate risks to the Outbound Team Leader when needed.
• Follow customer-specific processes, compliance requirements, control points, and escalation procedures.

Exception Management & Problem Resolution

• Proactively monitor shipments and identify risks related to capacity, documentation, transport planning, system data, and operational cut-offs.
• Investigate shipment exceptions, coordinate recovery actions, and maintain ownership through to resolution.
• Escalate critical or recurring issues with clear information on the problem, business impact, actions taken, and support required.
• Contribute to root-cause analysis and corrective actions to prevent recurring operational issues.

Customer & Stakeholder Experience

• Provide clear, timely, and fact-based updates to customers and internal stakeholders.
• Build effective working relationships with carriers, regional operations, origin and destination teams, and support functions.
• Participate in operational calls, handovers, and performance reviews to ensure alignment and continuity.
• Demonstrate professionalism, responsiveness, accountability, and reliable follow-through on customer commitments.

Reporting & Operational Visibility

• Maintain accurate operational trackers, dashboards, and performance reporting inputs within agreed timelines.
• Prepare concise status updates covering completed activities, pending shipments, exceptions, risks, and next steps.
• Support the Outbound Team Leader with data validation and performance insights for daily, weekly, and monthly reviews.
• Maintain organized records to support effective handovers, traceability, and audit readiness.

Continuous Improvement & Collaboration

• Identify process gaps, recurring issues, and opportunities to simplify, standardize, and improve operational workflows.
• Share improvement ideas and support the implementation of agreed corrective actions.
• Contribute to knowledge sharing, cross-training, backup coverage, and onboarding of new team members.
• Adapt quickly to changing customer requirements, system enhancements, and updated operating procedures.

What We’re Looking For

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• At least 3 years of experience in logistics, freight forwarding, supply chain, transport operations, or customer operations.
• Practical experience in outbound shipment execution and customer-facing operational coordination.
• Experience supporting multiple regions, countries, or trade lanes.
• Ocean freight experience is preferred; exposure to air freight or multimodal logistics is an advantage.
• Hands-on knowledge of SAP and a Transport Management System (TMS).
• Strong proficiency in Microsoft 365, particularly Excel, Outlook, Teams, PowerPoint, and SharePoint.
• Understanding of operational KPIs, SLAs, data validation, and exception management.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Strong customer focus and a commitment to delivering a positive customer experience.
• Excellent written and verbal communication skills.
• A proactive mindset with strong problem-solving and follow-up capabilities.
• Ability to work effectively under pressure in a fast-paced, high-volume environment.
• A collaborative approach, with a strong sense of accountability and ownership.
• A continuous improvement mindset and willingness to learn, adapt, and share knowledge.

Why Join Maersk?

At Maersk, you will have the opportunity to contribute to a global logistics network, work with diverse teams, and make a meaningful impact on customer supply chains. We believe in creating an inclusive environment where people are empowered to develop their capabilities, take ownership, and build rewarding careers.

If you are passionate about logistics, committed to operational excellence, and motivated to create outstanding customer experiences, we invite you to be part of our journey.

#RPO

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.

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