Senior Customer Experience Consultant

As a Senior Customer Experience Consultant, you will serve as the CX operational point of contact to key customers, ensuring seamless end to end shipment execution and the delivery of an exceptional customer experience. You will manage complex customer situations, provide proactive communication, and collaborate closely with cross functional teams to drive service excellence and commercial value.

You will join a global, diverse, and value driven organization that empowers its people and encourages innovation. You will thrive in an environment built on collaboration, respect, transparency, and professional growth-where performance, curiosity, and ethics form the foundation of our culture. You will have access to global exposure, multiple career pathways, and the opportunity to influence outcomes across borders and customer portfolios.

• Customer Relationship & Experience Ownership: support and build strong, trusted relationships by understanding key accounts' business needs and service drivers. Maintain a customer centric approach by preventing errors, identifying process deviations, and proactively communicating solutions or alternatives.
• End to End Shipment Lifecycle Management: responsible for the full operational flow of shipments, including bookings, scheduling, documentation, customs processes, billing, and post shipment follow up. Track shipments and notify customers of any deviations, ensuring timely interventions and proposed solutions.
• Issue Resolution & Escalation Handling: manage escalated customer issues across multiple communication channels, coordinating with internal and external stakeholders to reach effective resolutions. Navigate high pressure or high tension situations with professionalism, resilience, and diplomacy, to ensure customer deliverables are met.
• Collaboration & Stakeholder Engagement: partner closely with the extended Customer Experience, Operations, and Supply Chain Management teams to ensure smooth execution and compliance with SOPs. Participate in operational meetings with external stakeholders, regional and global partners, including service centres, origin/destination teams, and hubs.
• Performance Insights, Reporting & Continuous Improvement: record and report on customer shipments, identifying service gaps, wins, and improvement opportunities. Drive operational discipline and process improvements across the shipment lifecycle.
• Commercial & Value Added Contributions: ensure your end to end shipment controller processes are completed in time and in full.

Someone with: 5 years or more experience in customer experience, logistics, shipping line operations, or freight forwarding. Strong understanding of end to end supply chain processes, shipment cycles, and commercial levers.

• Analytical, solution oriented, and comfortable managing complex problems across multiple systems.
• Excellent written, verbal, and interpersonal communication skills.
• Strong stakeholder management capability, with confidence navigating diverse teams and customer groups.
• A proactive, results driven approach with urgency and persistence in driving issues to closure.
• Highly organized with strong attention to detail and a commitment to accurate, timely reporting.
• Adaptable, eager to learn, and comfortable in fast paced environments undergoing transformation.

Proficiency in Microsoft Office Suite, including Excel (basic formulas and Pivot Tables/VLOOKUP), PowerPoint, Outlook, Teams, and Word.

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 via email at .

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 a 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.