The Senior Customer Experience Partner is responsible for ensuring a seamless customer experience by managing end-to-end visibility for customers through Maersk systems and close collaboration with internal and external stakeholders. Acting as the primary liaison between customers and Maersk teams, the role includes delivering shipment visibility, reporting, problem resolution, handling ad hoc requests, and managing activities aligned with SLAs and customer SOPs. Senior Partners are assigned key accounts and operate independently, often leading critical projects and driving root cause analysis and resolution to ensure continuous improvement. Job Description: • Manage customer accounts with integrated SCM, Ocean, and LCL products, overseeing customer communication, operations, documentation, customer experience, shipment tracking, exception management and coordination between various teams across the globe. •Understand the business requirements and the end-to-end products which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs. Maintain IOPs, SOPs and KPIs in accordance with business changes. Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines agreed with the customer or internal stakeholders where applicable. •Provide timely reports and data to the customer to reflect the status of their shipments and supply chain. Provide adhoc reports to support better decision making. •Communicate professionally with our account teams internally, with the customer and their assigned partners. • Communicate professionally with our customers, their assigned partners and vendors. Maintain IOPs, SOPs and KPIs in accordance with business changes and ensure adherence to them by all parties. •Build long term relationships with our accounts’ operational teams. Support the commercial team and program managers where applicable by providing ideas for process improvements, product offerings and help improve the customer experience. • Prepare and present KPIs and other program initiatives to internal and external stakeholders, ensuring we continue to drive performance upwards and continuously improve. •Provide program guidance, training and coaching to Maersk colleagues, including the GSC teams and our origin offices. •Obtain system expert or super user knowledge in one or more of the key systems used into support the scope of work for the customer and the SCM team through the Super User system. •Ensuring the payments, finances of the customers are in order and outstanding is settled with the help of the commercial and the finance teams. Ensuring Invoicing timeliness, RICC and Finance KPIs are met. Approving ICB invoices. Processing and submitting SCM invoices to the client (printing invoices and approved backups). •Ensure our vendors related to the shipments are paid for the services and we are charged appropriately and as per the contract. Including Intercompany billings are settled within time. Other Requirements: • Comply with all applicable Federal, State and Local safety and transportation laws and regulations. • Stay agile and open to changes and challenges as we transition as an organization and a team. • Perform other job-related duties as required. • Achieve and perform against measurable goals and objectives defined by management Required experience & skills: • Demonstrates strong change agility and resilience, thriving in an ever-evolving environment by embracing new challenges with an open and growth-oriented mindset. • Proactively seeks learning and development opportunities to continually evolve while working independently. •Skilled at simplifying and solving complex problems through analysis, innovation, and creative solutions. •Excellent interpersonal, communication, and collaboration skills; a true team player who can effectively articulate ideas and present to diverse stakeholders. •Comfortable working under ambiguity and pressure, adapting quickly to shifting priorities and new ways of working. • Customer-centric and results-driven, exhibiting proactiveness, a sense of urgency, and empathy towards customers and team members alike. • Strong organizational and time management abilities, adept at multitasking, prioritizing, and planning work efficiently to meet deadlines and achieve high-level goals. • Proficient in MS Office applications, especially Microsoft Excel and Word. • College degree or equivalent is required. • Minimum of 3 years of relevant working experience. Experience in Supply Chain Management, Ocean Carrier operations, and/or logistics is essential. Maersk Values and Behaviors: Candidates are expected to embody Maersk’s core values and behaviors, demonstrating integrity, constant care, humbleness, and our winning spirit in their daily work and interactions. Job Type: Full Time Company Benefits: Medical Dental Vision Employee Assistance Program Paid Time Off Flexible Work Schedules (when possible) And more! Pay Range: $72,000-$78,000 CAD* #LI-CV1 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. A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.
