Senior Customer Experience Lead (SCM/LCL)

Woodlands, TX

Miramar, FL

Charlotte, NC

Are You Ready to Navigate the Future of Global Trade?

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, we are redefining the boundaries of possibility and continuously setting new standards for efficiency, sustainability, and excellence.

We believe in the power of diversity, collaboration, and continuous learning, and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

What we Offer:

• Dynamic Environment: Work in a high-paced environment where every day brings new challenges and opportunities.

• Valued & Recognized: Join a culture where your efforts are valued, recognized, and rewarded.

• Collaborative Spirit: Join forces with amazing colleagues who share a deep commitment to our values and go the extra mile for our customers, society, and each other.

About the role:

Join our dynamic team as a Senior Customer Experience Manager in Woodlands, TX, and embark on an exciting journey of innovation and excellence in supply chain services. At Maersk, we pride ourselves on delivering unparalleled customer experiences, and we're seeking a talented individual to lead our efforts in exceeding expectations and driving success.

As a Senior Customer Experience Manager, you'll be pivotal in orchestrating seamless programs and information flows for our valued accounts, ensuring that our supply chain services align perfectly with customer requirements. Your responsibilities will encompass everything from understanding our client's business needs to executing precisely according to defined processes and key performance indicators.

In this role:

• You will build and maintain long-term relationships with the customers and internal operational and customer experience networks.

• You will proactively identify product exceptions, then troubleshoot and solve them according to broad guidelines provided by the Account Manager, KCM, or Customer Experience Manager, where applicable.

• You will collaborate and lead the Global Service Centre (GSC) staff and CX team assigned to the account.

• You will maintain IOPs, SOPs, and KPIs based on business changes.

• You will analyze operational service levels and data output gaps and recommend addressing identified gaps.

• You will act as a bridge between the CX team and the client to improve the understanding and facilitate the communication, i.e., assist the client in understanding origin operations andviceversa, assist origins in understanding the client's requirements, expectations, and business model.

• Investigate EDI failure and analyze inputs to determine where/why the error occurred. Coordinate with critical systems/origin personnel to drive change where needed and improve EDI performance.

What you bring:

• Bachelor'sDegree, Diploma or equivalent with 2 to 4 years of functional experience in Ocean, transportation or logistics preferred.

• 2-3 years of transportation or similar industry experience

• Client or Program Management experience preferred

Join us as we harness cutting-edge technologies and unlockopportunities on a global scale.Together,let's sail towards a brighter, more sustainable future with Maersk.

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 by emailing accommodationrequests@maersk.com.