Customer Experience Associate

About the Role

This role at A.P. Moller - Maersk focuses on delivering an outstanding end-to-end customer experience within supply chain operations. The incumbent acts as the primary liaison for assigned supply chain management (SCM) accounts, ensuring smooth coordination across internal teams, external vendors, and clients. The position emphasizes managing performance, driving process improvements, and continuously creating value for customers.

Key Responsibilities

• Serve as the main contact for all operational and service inquiries related to assigned SCM customers.
• Develop and sustain strong collaborative relationships with customer stakeholders to enhance communication.
• Provide timely updates regarding shipments, exceptions, and key performance indicators (KPIs).
• Tackle customer escalations proactively with a solutions-focused mindset.
• Oversee comprehensive supply chain activities including order management, shipment scheduling, documentation, and execution of deliveries.
• Coordinate efforts with teams at origin and destination points, warehouses, carriers, and customs brokers to ensure consistent service quality.
• Monitor adherence to KPIs such as On-Time Delivery (OTD), lead times, and cost efficiency.
• Identify and proactively mitigate risks or potential delays within the supply chain.
• Prepare and interpret performance dashboards, daily service reports, and other logistics visibility documentation.
• Conduct routine business reviews with customers, sharing performance insights and suggesting improvement measures.
• Support initiatives for continuous improvement and digital adoption to enhance operational visibility and automate processes.
• Ensure accurate billing, cost monitoring, and credit note handling while assisting financial reconciliation between operations and finance teams.
• Comply with company policies, trade regulations, and customer-specific standard operating procedures.
• Collaborate closely with commercial, finance operations, procurement, and product teams to fulfill customer commitments.
• Contribute to the standardization and optimization of global SCM processes.
• Provide constructive feedback to internal stakeholders to improve the overall customer journey.

Required Skills & Competencies

• Comprehensive understanding of all facets of supply chain and logistics including ocean, air, road transport, warehousing, and customs clearance.
• Strong communication aptitude and capability in managing diverse stakeholders.
• Analytical proficiency with experience using data analysis and reporting software such as Excel and Power BI.
• Ability to prioritize and manage multiple tasks effectively in a dynamic environment.
• A customer-first, problem-solving orientation.

Performance Metrics

• Adherence to On-Time Delivery (OTD) targets.
• Customer satisfaction as measured by Net Promoter Score (NPS) and Customer Satisfaction (CSAT) indices.
• Precision in operational processes encompassing documentation, billing, and shipment visibility.
• Speed and effectiveness in resolving issues.
• Conformance with process compliance and commitment to continuous enhancements.

Equal Opportunity Statement

A.P. Moller - Maersk is devoted to fostering a diverse and inclusive workplace. The company promotes equality, welcoming applicants regardless of race, gender, age, religion, disability, or any protected characteristic under applicable law. Qualified candidates with criminal backgrounds will be considered fairly in compliance with legal standards.

Applicants requiring accommodations during the recruitment process are invited to request assistance via the provided contact to ensure an accessible experience.