Senior Customer Experience Consultant

Senior Customer

Experience

• Consultant

• Are you ready to take ownership of a complex customer operation and turn supply chain challenges into measurable improvements? At Maersk, you will be the primary Customer Experience partner for a key global customer’s Supply Chain Management operations in Japan. You will join an active account with the Global Inbound Cargo Management program already underway, giving you the opportunity to contribute from day one, influence how the operation develops, and build trusted relationships across a global network.

• Role focus: This role is focused on Supply Chain Management. Dedicated Maersk teams manage ocean booking, carriage, and product-related matters, allowing you to concentrate on the customer’s end-to-end SCM operation and outcomes.

• What you can expect

• Meaningful ownership: serve as the primary CX contact for SCM operations in Japan and guide topics through to resolution

• Global visibility: work across customer stakeholders and Maersk teams in Operations, Product, Technology, Finance, and Account Management

• Immediate impact: join an active account and support an ongoing international implementation program

• Room to improve how work gets done: use data, process design, automation, and AI to strengthen service performance

• A senior individual-contributor role with high ownership and visibility, without direct reports

• Daily use of business-level Japanese and English in a site-based Tokyo role

• How you will make an impact

• Build trusted relationships as the main contact for customer stakeholders on SCM topics

• Help move the Global Inbound Cargo Management program forward by coordinating readiness, milestones, open actions, and issue resolution

• Protect the customer experience by managing operational cases, queries, and escalations within agreed service commitments

• Turn customer requirements into clear cross-functional actions, align the right owners, and follow through until delivery

• Use data to identify risks and recurring issues early, then bring practical recommendations rather than status updates alone

• Create clear SOPs, process maps, and playbooks, and lead improvement and automation opportunities through to completion

• What will help you succeed

• Essential experience and capabilities

• 4+ years of experience in supply chain management, logistics customer experience, account or project management, implementation, or a comparable operational role

• Practical knowledge of end-to-end logistics or supply chain processes

• Experience handling escalations and influencing cross-functional stakeholders without direct authority

• A strong ownership mindset, with the ability to work independently and drive issues through to resolution

• Confidence using data to identify risks, shape recommendations, and support decisions

• Business-level Japanese and English for customer-facing and senior stakeholder communication

• Additional experience that would be valuable

• Supporting a named enterprise or multinational account

• Supply chain implementations, onboarding, or operational transitions

• 3PL, contract logistics, freight forwarding, or control-tower operations

• Improving efficiency through analytics, automation, or AI tools

• A bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field. Equivalent practical experience is also welcome

• Why join Maersk?

• Work directly with a major global customer on an active international supply chain program

• Have visible ownership of customer and operational outcomes, with the opportunity to shape solutions across functions

• Develop your career in a global logistics organization while building experience in implementation, stakeholder leadership, and continuous improvement

• Bring your whole perspective

• Maersk is committed to creating a diverse and inclusive workplace where different experiences, backgrounds, and ways of thinking are valued. We are an equal opportunities employer and welcome 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 are happy to support your need for any adjustments during the application and hiring process. If you require assistance or an accommodation to use our website, apply for a position, or perform the role, please contact accommodationrequests.