Customer Experience Consultant

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.

• 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.