Lead Logistics Customer Experience and Operations Senior Specialist

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 organization 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.

We Offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Job Description Summary

Ensure smooth and reliable shipment execution by adhering to standard processes, meeting customer requirements, and achieving service level targets. Act as a key customer contact by building a strong understanding of customer needs and driving continuous improvement. Support digital transformation initiatives through proactive collaboration and operational excellence. Take ownership beyond day-to-day operations and demonstrate accountability in delivery. Build and maintain visual management systems in line with process excellence standards. Implement continuous improvement initiatives, including Kaizens and cost-saving or value-adding projects.

Key Responsibilities:

• Identify and drive process optimization opportunities through automation, digital tools and data-driven solutions to enhance operational efficiency and service delivery

• Ensure consistent service delivery aligned with customer expectations and internal standards

• Build strong customer understanding to enable tailored and effective service delivery

• Ensure timely and accurate cargo delivery

• Take on additional responsibilities such as leading priority topics, onboarding and training new team members, and supporting cross-functional initiatives

• Ensure SOPs and SLAs are documented, maintained, and updated as needed

• Consistently meet SLAs and customer-specific KPIs

• Adhere to standard processes and customer-specific procedures to ensure compliance

• Ensure smooth end-to-end shipment execution through coordination with internal and external stakeholders

• Act as a key customer contact and advocate

• Develop deep understanding of customer business, priorities, and challenges

• Use customer insights to identify improvement opportunities and support SMEs

• Share customer knowledge with internal teams to drive alignment and collaboration

Qualifications:

• Hands-on experience in automation, reporting, or digital tools (e.g., Power BI, Excel automation, macros, RPA, or similar) to improve operational processes is highly preferred

• Bachelor’s degree in Logistics, Supply Chain, Business, or related field

• Typically, 2–5+ years of experience in logistics, customer operations, or finance operations

• Willing to work in an onsite setup and day shift schedule.

• Strong experience in end-to-end Lead Logistics operations and customer servicing

• Proven track record in delivering service performance and meeting KPIs/SLAs

• Experience in handling customer interactions, escalations, and operational problem-solving

• Strong communication skills in English (written and spoken)

• Customer-centric mindset with ability to understand and respond to customer needs

• Strong analytical and problem-solving skills

• Ability to work collaboratively in a matrix environment

• Results-driven with strong sense of ownership and accountability

• Knowledge of process excellence and continuous improvement practices is an advantage

Skills and Competencies:

• Proven ability to leverage automation and digital solutions to streamline workflows, improve data visibility, and drive efficiency

• Strong experience and deep understanding of Lead Logistics processes

• Experience in Change Management

• Strong collaboration and teamwork mindset

• Strong communication, influencing and stakeholder management skills

• Strong customer-centric mindset

• Result driven combined with the ability to achieve results through people

• International experience, comfortable working in a matrix organization

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.

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