Customer Experience Consultant

Maersk Group

Key Responsibilities:

- Customer Relationship & Experience Ownership:

As the Senior CX Consultant reporting to an Operational Lead for a strategic key account, you will be required to support and build strong, trusted relationships by understanding their 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 in support of the Operational Lead with external stakeholders, regional and global partners, including service centers, 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.

We are looking for:

• 2 years of 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.

• Excellent written, verbal, and interpersonal communication skills.

• Analytical, solution oriented, and comfortable managing complex problems across multiple systems.

• 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.