Senior Customer Experience Partner

Unclassified - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

10,001+ employees

About the position

As a Senior Customer Experience Partner at Maersk, you will be at the forefront of our commitment to delivering exceptional service to our customers. This role is designed for individuals who are passionate about building solid relationships and thrive in a dynamic, high-paced environment. You will be responsible for understanding the unique business requirements of our customers and executing strategies that align with defined procedures and metrics. Your ability to foster long-term relationships with both customers and internal teams will be crucial in driving sales growth and enhancing customer satisfaction. In this position, you will manage a diverse portfolio of clients, ranging from smaller accounts to larger, more complex clients that have a significant impact on our business. You will proactively identify and resolve program exceptions, working closely with the Global Service Centre team to ensure that service levels are maintained and improved. Your analytical skills will be put to the test as you assess service gaps and implement necessary changes to meet evolving business needs. Additionally, you will play a key role in presenting program initiatives to internal stakeholders and coordinating projects that are initiated by clients or our team. Acting as a liaison between our team and clients, you will enhance understanding and communication, ensuring that our customers feel valued and understood. This role is not just about managing accounts; it’s about being a trusted partner who contributes to the success of our customers and the overall mission of Maersk.

Responsibilities

• Understand customers' business requirements and execute according to defined procedures and metrics.
• Build and nurture long-term relationships with customers and internal teams.
• Proactively identify and solve program exceptions, collaborating with the Global Service Centre team.
• Maintain procedures and metrics in line with business changes and analyze service level gaps.
• Present program initiatives to internal stakeholders and coordinate client-initiated projects.
• Act as a liaison between the team and clients to improve understanding and communication.

Requirements

• Experience in transportation or logistics, with at least three years in supply chain management (SCM) or the logistics industry.
• Excellent communication skills, both written and verbal.
• A customer-focused mindset and the ability to work well under pressure.
• Client or program management experience is a plus.

Benefits

• Dynamic work environment with new challenges and opportunities.
• Recognition and rewards for efforts and contributions.
• Collaborative culture with committed colleagues.