Senior Customer Experience Partner

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

Are you committed to delivering a world class service to customers?

Do you have a proactive approach and a positive can-do mind-set?

Are you an excellent communicator, with the ability to take on multiple tasks in a constantly changing environment?

Come and join the successful and ambitious Maersk Customer Service team in Liverpool!

This role is great for an individual who thrives within a fast paced, performance driven environment, within the F.A.C.T (FMCG/Automotive/Chemical/Tech) vertical. With exposure to internal and external stakeholders, you will be part of a talented, diverse team where your voice and ideas will be heard, and you can really make a difference.

This role will provide constant challenge, and the scope to learn in an open and friendly atmosphere. It is an opportunity to join a company that values employees, with a strong focus on continuous improvement and personal development.

To be considered for this role, candidates must have the existing right to live and work in the UK.

Key Responsibilities

You will actively build strong relationships and gain an understanding of a customer’s business; service needs and drivers.

Ensure that solutions are clearly defined and agreed with the client and achieve these both independently and through team members.

Working with your own customers, you will be their escalation point; owning their issues and engaging relevant stakeholders to facilitate timely and effective solutions.

Delivering proactive customer service by keeping in regular contact with your customers by phone, regular service reviews and face to face meetings.

To deliver a cost-efficient customer service solution, continuously identifying both operational and financial process improvements, whilst meeting or exceeding the client agreed Key Performance Indicators (KPI’s).

Support with new client implementations and any additional product solutions.

Where there is a risk to the customer experience, you will address and fix the root cause - constantly seeking ways to improve our service.

You will reduce the need for service recovery by anticipating and solving problems before they happen.

You will use your relationship with your customer base to increase revenue, by growing our share of wallet and promoting added value services.

You will be a support and escalation point to the tea, drive the integration strategy.

Work with the leader on upskilling the team and drive team engagement. 

We are Looking For:

Knowledge of shipping, supply chain or logistics industry

A strong customer service background, with proven success in your current role.

A strong commercial awareness; able to secure sales through service whilst maintaining a cost consciousness and optimization mindset.

A good process understanding and continuous improvement mindset, you should have strong analytical skills and digital proficiency.

Excellent stakeholder management – interpersonal and communication skills.

Motivated by achieving results, and accustomed to high performance KPIs (Key Performance Indicators)

With the ability to use rigorous logic and methods to solve difficult problems with effective solutions, you will be someone who can eliminate roadblocks and maintain focus.

Someone who can lead by example and has proven success delivering results within a team, you should be approachable and willing to invest time in others.

Excellent Stakeholder management-, interpersonal-, and communication-skills

With a self-starter mindset, you will be well-organized and can work under pressure whilst keeping quality in focus.

To be considered for this role, you must have the existing right to live and work in the UK/Ireland.

What we offer:

25 days annual leave with the option to buy or sell 5 days

Annual bonus and pension scheme

Family-friendly benefits and retailer discounts through our partner Benekits.

Access to our Employee Assistance Program with free access to mental and financial health tools.

For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results.

Whilst the role is advertised as full-time we would be happy to discuss possible flexible working options.

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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 .

Additional info

Ref. R103696

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 70,000 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.