Customer Experience Consultant

About the role

The Customer Experience Consultant is responsible for delivering exceptional service to Maersk customers throughout the end‑to‑end shipment lifecycle. You will build strong relationships, keep customers informed of any issues, and continuously look for ways to improve processes and overall experience.

Key responsibilities

• Onboard new customers onto standard processes and digital platforms, establishing a solid foundation for long‑term partnership.
• Align and coordinate with internal and external stakeholders to capture customer‑specific requirements and produce IOP and SOP documentation.
• Promote digital adoption and self‑service solutions to ensure reliable, scalable service delivery.
• Serve as the primary point of contact for assigned customers, providing timely and accurate information.
• Execute transactional activities according to agreed IOP and SOP with customers and internal teams.
• Orchestrate the end‑to‑end shipment cycle through cross‑functional collaboration.
• Address routine exceptions independently or by navigating the Maersk network.
• Drive continuous improvement initiatives to increase efficiency and ease of doing business.
• Identify upselling and cross‑selling opportunities and propose suitable solutions.
• Reinforce contract fulfillment through regular check‑ins and collaboration with Sales/Product teams.

Required profile

• Strong problem‑solving abilities.
• Experience in logistics or ocean transport preferred.
• Motivated, persistent, enthusiastic with a can‑do attitude.
• Customer‑first mindset with the ability to translate requirements into solutions.
• Excellent stakeholder management and conflict‑resolution skills.
• Ability to influence without authority.

Required skills