Senior CX Consultant - Lifestyle, FMCG & Technology

Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day? We have an opportunity for Senior CX Consultant to join our team.

As a Senior Customer Experience Consultant, you will serve as the CX operational point of contact to a key customer, ensuring seamless end‑to‑end shipment execution and the delivery of an exceptional customer experience. You will manage complex customer situations, provide proactive communication, and collaborate closely with cross‑functional teams to drive service excellence and commercial value.

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work.

At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

As the Senior CX Consultant reporting to an Operational Lead for a strategic key account, you will be required to support and build strong, trusted relationships by understanding their business needs and service drivers.

Maintain a customer‑centric approach by preventing errors, identifying process deviations, and proactively communicating solutions or alternatives.

Responsible for the full operational flow of shipments, including bookings, scheduling, documentation, customs processes, billing, and post‑shipment follow‑up.

Track shipments and notify customers of any deviations, ensuring timely interventions and proposed solutions.

Manage escalated customer issues across multiple communication channels, coordinating with internal and external stakeholders to reach effective resolutions.

Navigate high‑pressure or high‑tension situations with professionalism, resilience, and diplomacy, to ensure customer deliverables are met.

Partner closely with the extended Customer Experience, Operations, and Supply Chain Management teams to ensure smooth execution and compliance with SOPs.

Participate in operational meetings in support of the Operational Lead with external stakeholders, regional and global partners, including service centers, origin/destination teams, and hubs.

Record and report on customer shipments, identifying service gaps, wins, and improvement opportunities.

Drive operational discipline and process improvements across the shipment lifecycle.

Ensure your end‑to‑end shipment controller processes are completed in time and in full.

• At least 3–5 years of experience in customer experience, logistics, shipping line operations, or freight forwarding.
• Strong understanding of end‑to‑end supply chain processes, shipment cycles, and commercial levers.
• Proficiency in Microsoft Office Suite, including Excel (basic formulas and Pivot Tables), PowerPoint, Outlook, MS Teams, and Word.
• Excellent written, verbal, and interpersonal communication skills.
• Analytical, solution‑oriented, and comfortable managing complex problems across multiple systems.
• Strong stakeholder management capability, with confidence navigating diverse teams and customer groups.
• A proactive, results‑driven approach with urgency and persistence in driving issues to closure.
• Highly organized with…