Customer Experience Consultant – Direct Transport

About the role

The Customer Experience Consultant will be the primary point of contact for Maersk's direct transport customers, ensuring a seamless end‑to‑end shipment experience. You will build strong relationships, communicate proactively, and drive continuous improvements across the customer journey.

Key responsibilities

• Deliver exceptional service and maintain high customer satisfaction throughout the shipment lifecycle.
• Onboard new customers onto standard processes and digital platforms, establishing a solid foundation for long‑term partnership.
• Promote digital adoption and self‑service solutions to enable reliable, scalable service delivery.
• Handle daily customer communications on a first‑come‑first‑served basis and proactively reach out during major service disruptions.
• Execute transactional activities according to agreed IOP and SOP with customers and internal stakeholders.
• Coordinate cross‑functional teams to orchestrate a seamless end‑to‑end shipment cycle.
• Address routine exceptions independently or by navigating Maersk’s network.
• Identify upselling and cross‑selling opportunities to match customer needs.
• Drive continuous improvement initiatives to enhance efficiency and ease of doing business.

Required profile

• Good exposure to the logistics or shipping industry.
• Experience handling customer service transactions and liaising with origin and destination offices.
• Strong verbal and written English communication skills.
• Business knowledge and process understanding to provide value‑added solutions.
• Ability to work under pressure in a fast‑moving environment with a strong service mindset.
• Excellent multitasking abilities and a sense of urgency.

Required skills

• Proficiency in Microsoft Office applications.