What are the responsibilities and job description for the Senior Customer Experience Partner - Cold Chain Logistics position at Maersk Agency USA, Inc.?
Senior Customer Experience Partner - Cold Chain Logistics
(Hybrid position requiring 2-3 days in the office each week)
We Offer:
Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.
At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation 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.
Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.
The opportunity:
Maersk is seeking a results-driven and customer-centric Senior Customer Experience Partner to join our dynamic Ocean team. This pivotal role requires managing a portfolio of accounts, ensuring seamless execution of the shipment lifecycle, and fostering long-term customer relationships. The ideal candidate will possess a strong background in transportation or logistics, coupled with proficiency in data analytics and reporting. They must be able to identify trends, drive continuous improvements, and deliver high-quality work under pressure.
Key Responsibilities:
Manage a portfolio of CCL accounts, serving as the primary point of contact for customers.
Coordinate with internal stakeholders to resolve issues and meet customer satisfaction goals.
Monitor agreed service levels, such as transit milestones and times, to ensure efficiency.
Actively prevent service failures and collaborate on implementing countermeasures.
Provide customized data solutions to maintain customers' cargo performance scorecards.
Identify root causes for targets not being met and implement solutions collaboratively.
Uphold high vendor performance standards to ensure timely cargo delivery.
Contribute to the development and training of junior Care Business Partners.
Upsell and cross-sell additional CCL products to offer customers comprehensive supply chain solutions.
Display Maersk Values daily, focusing on customer support, team collaboration, and leadership backing.
Continuously update knowledge of CCL and reefer customers, particularly in specific verticals.
We are looking for:
Bachelor's degree, diploma, or equivalent with 2-5 years in transportation/logistics (Ocean experience preferred)
1-2 years in SCM or similar industry (shipping operations/customer service preferred)
Proficiency in Microsoft Suite and data analytics
Ability to work under pressure, independently, with minimal supervision
Strong customer-centricity, problem-solving, and conflict resolution skills
Familiarity with KPIs and aligning actions with targets
Execution mindset with financial acumen, analytical skills, sound judgment, and operational focus
Company Benefits:
Medical
Dental
Vision
401k Company Match
Employee Assistance Program
Paid Time Off
Flexible Work Schedules (when possible)
And more!
Pay Range: $65,000-$80,000*
*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.
Notice to applicants applying to positions in the United States
You must be authorized to work for any employer in the U.S.
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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
Salary : $65,000 - $80,000
