Customer Experience Manager- Lead Logistics


Charlotte, NC, USA

Full time

Sep 15

Full Job Description

We are looking for a Customer Experience Manager - Lead Logistics to join our North America Customer Experience Organization. This position is based in Charlotte, NC.

The Customer Experience Manager is responsible for delivering Maersk’s value proposition through excellent customer service delivery.

The CX Manager leads the Client facing teams which act as the single point of contact for the customers and are focused on query resolution, escalation management, coordination with the Product, Program and Commercial Management teams for the respective customer segments. This position also holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to the customers. The Customer Experience Manager engages directly with the Regional / Global Account and Program Managers in order to optimize profitability of their customers and works closely with the program and implementation for any new customer program developments and project implementations.We offer

We offer you an exciting global career at the forefront of world trade.

Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy…

We’re proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day.

When you join our team you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view through our international job postings. We offer competitive compensation and benefits for full-time employees including health, dental and vision insurance, a 401k savings plan with an employer match and paid time-off – and our parental leave policy is recognized world-wide as one of the best in the industry.

Global scope

Every company, every country wants access to a competitive shipping, logistics and port system – and our people have created one company that offers one, easy-to-use solution to all their shipping needs.

Maersk is unique

Maersk is uniquely positioned to play a significant role in global trade, creating opportunities that help countries, companies and people succeed. Our vision is simple: Maersk is the global integrator of container logistics, connecting and simplifying our customers’ global supply chains. We do this through the global scale of Maersk, the world’s largest shipping line; our Logistics and Services expertise that help customers manage their global supply chains; and through our port operator, APM Terminals, one of the largest container terminal operators in the world with the most strategic locations to serve global supply chains.

Join us and play an important role on our team lifting global trade every day!

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high-performing teams.

Key responsibilities:

  • Formulates and executes a local customer service strategy in order to deliver on the global and local targets and priorities.
  • Takes an active part in developing the local strategy.
  • Maintains a dynamic and scalable customer service organization where resources are managed effectively and efficiently.
  • Cultivates customer relationships and listens to the voice of the customers.
  • Drives continuous improvements, monitors performance against established KPIs and targets and takes corrective action as required.

We are looking for:

  • Bachelor’s Degree, Diploma or equivalent with at least 5 years of functional experience in transportation or logistics required.
  • Solid SCM / Shipping operations background.
  • Client or Program Management experience preferred.
  • Understanding of legal/commercial framework and documentation related to contracts of carriage for AIR, FCL, LCL, Intermodal transport, and international trade.
  • Excellent written and verbal communication skills.
  • Customer and people oriented
  • MS Office tools, data analytics and reporting.
  • Visible driving force of Maersk Values and winning behaviours.
  • A strong execution minded individual with financial technical skills, analytical ability, good judgment and strong operational focus including analytical and troubleshooting skills.
  • Knowledge of logistics market
  • Focus on delivering high quality work
  • Excellent conflict resolution and problem-solving skills

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

Maersk Line, Limited is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities who are applying for positions in the U.S. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

If you are interested in applying for employment with Maersk Line, Limited in the U.S. and need special assistance or an accommodation to use our website or to apply for a position, or if you need a reasonable accommodation to perform a job, please contact the applicable Human Resources Department by calling 757.963.8800 or emailing Determination on requests for reasonable accommodation are made on a case-by case basis pursuant to an interactive dialogue between the applicant and the Company.

Pay Transparency Notice:

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