Senior CX Consultant Lifestyle, FMCG & Technology

Would you like to be part of a value-driven commercially oriented international environment where we enable global trade every day We have an opportunity for Senior CX Consultant to join our team.

PURPOSE:

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

WHAT WE OFFER:

When you join Maersk youll find that the world is your workplace. Youll work in a culturally diverse stimulating environment surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance respect dedication and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness we strive to prepare for the future while never forgetting that our customers and competitors are key to our ability to our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring challenging place to work. At Maersk we take pride in hiring the best person for the job irrespective of gender age nationality or religious belief.

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 customercentric approach by preventing errors identifying process deviations and proactively communicating solutions or alternatives.

EndtoEnd Shipment Lifecycle Management:

• Responsible for the full operational flow of shipments including bookings scheduling documentation customs processes billing and postshipment followup.

• 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 highpressure or hightension 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 & ValueAdded Contributions:

• Ensure your end-to-end shipment controller processes are completed in time and in full.

WHO WE ARE LOOKING FOR:

Someone with:

• At least 35 years of experience in customer experience logistics shipping line operations or freight forwarding.

• Strong understanding of endtoend supply chain processes shipment cycles and commercial levers.

• Proficiency in Microsoft Office Suite including Excel (basic formulas and Pivot Tables) PowerPoint Outlook MS Teams and Word.

Skills & Competencies:

• Excellent written verbal and interpersonal communication skills.

• Analytical solutionoriented and comfortable managing complex problems across multiple systems.

• Strong stakeholder management capability with confidence navigating diverse teams and customer groups.

• A proactive resultsdriven 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 fastpaced environments undergoing transformation.

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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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