Customer Experience Consultant

Job Description

At Maersk, we are transforming global supply chains through integrated logistics solutions that help our customers operate more efficiently, sustainably, and competitively. We are looking for a Customer Experience (CX) Consultant to become a dedicated SCM Customer Experience partner for a strategic global customer in Tokyo.

Key Responsibilities

• Handle import Air shipments to Japan for key client under SCM product
• Serve as the primary and escalation point of contact for customer service, ensuring high-quality and timely service in cooperation with customers, colleagues, and overseas counterparts
• Execute daily operations, manage KPIs, and prepare customer reports
• Arrange trucking, customs clearance, carrier booking, transport document issuance, billing, and communication for ocean/air exports, imports, and cross-trade and to ensure on time delivery
• Manage vendors, maximize gross profit, create and enforce SOPs, handle troubleshooting, and manage ad-hoc assignments
• Work on weekends and public holidays may be scheduled as part of a rotation（2-3 times per month）

What we are looking for:

• Minimum 2 years of experience in airfreight industry or SCM handling with knowledge of import processes in international logistics
• Strong customer orientation and ability to build long-term trust-based relationships
• Results-driven, detail-oriented, and able to prioritize, self-efficient and with problem-solving skills
• Good communication and interpersonal skills with both internal and external stakeholders
• Native-level Japanese and English communication skills (TOEIC 600+ preferred)
• Familiar with Microsoft Outlook, Teams, and Excel, Power Query
• Continuous improvement mindset, always seeking to challenge the status quo
• Strong organizational skills (prioritization, planning, multitasking, follow-up, and control)

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.
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