Customer Experience Consultant - 4PL
Job Description
- Experience in transformation projects
- 4PL coordination
- Control tower operations
- At least 3 years of leadership experience with direct or indirect reports.
- Proven Customer Service Management experience in International Transportation, Logistics, or Freight Forwarding.
- Academic background in International Trade, International Business, Logistics, or Business Administration.
- Advanced English proficiency (written and spoken) for complex business conversations.
- Strong understanding of end-to-end supply chain operations and 4PL processes.
- Ability to ensure superior Customer Experience for Maersk customers.
- Experience in coaching, developing, and building high-performing teams.
- Capability to proactively identify and resolve issues promptly and effectively.
- Proficiency in driving root cause analysis and implementing sustainable corrective actions.
- Skill in outlining, reviewing, and continuously improving operational processes.
- Ability to collaborate closely with cross-functional and global teams.
- Experience in actively building and strengthening relationships with customers.
- Knowledge of Lean Management principles and Maersk standards.
- Ability to monitor and achieve internal and external KPIs.
- Experience in leading and supporting new account implementations, including SOP/IOP development and system configuration.
- Capability to drive transformation and change management initiatives.
As Lead Logistics Customer Experience Agent, you are responsible of a number of assigned Supply Chain (SCM) accounts, taking the responsibility of the efficient shipment coordination as well as the correct execution of the Service Level agreed with clients.
Maersk is looking for a Customer Experience Consultant 4PL to join our growing logistics organization. In this role, you will play a key part in ensuring world-class customer service and operational excellence within our 4PL (Fourth Party Logistics) solutions. You will act as a strategic partner to our customers, coordinating multiple logistics providers, optimizing end-to-end processes, and driving continuous improvement across the supply chain.
If you’re passionate about logistics innovation, customer satisfaction, and process excellence, this is your opportunity to make an impact in one of the world’s most recognized logistics leaders.
Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.
Your Responsibilities
- Ensure the delivery of a superior Customer Experience to our Maersk customers.
- Coach, develop, and build a high-performing team.
- Proactively identify issues and ensure they are resolved promptly and effectively.
- Drive root cause analysis and implement sustainable corrective actions.
- Outline, review, and continuously improve operational processes.
- Collaborate closely with cross-functional and global teams.
- Actively build and strengthen relationships with customers, understanding their business needs and priorities.
- Ensure adherence to Lean Management principles and Maersk standards.
- Develop a strong succession plan and maintain an updated team skill matrix.
- Monitor and achieve internal and external KPIs.
- Present and execute plans to improve productivity, efficiency, and cost control.
- Ensure balanced workload distribution and operational scalability.
- Lead and support new account implementations, including SOP/IOP development and system configuration.
- Drive transformation and change management initiatives within the operation.
- Support month-end closing, forecasting, and financial performance reviews.
What We Are Looking For
- At least 3 years of experience in a similar leadership role with direct or indirect reports.
- Proven Customer Service Management experience in International Transportation, Logistics, or Freight Forwarding.
- Academic background in International Trade, International Business, Logistics, or Business Administration.
- Advanced English (written and spoken) – capable of holding complex business conversations.
- Strong understanding of end-to-end supply chain operations and 4PL processes, including:
- Integration and coordination of multiple logistics providers.
- Design and execution of value-added logistics solutions.
- Use of data and visibility tools to optimize multi-party performance.
- Continuous improvement in customer supply chain strategies.
- Experience in transformation projects, 4PL coordination, or control tower operations is highly desirable.
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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.
