Senior Customer Experience Partner - JCB

Senior Customer Experience Partner – JCB Senior Customer Experience Partner is responsible for delivering industry leading customer experience, assisting the setup of operations structure, and monitoring the day-to-day operations of the SCM customer experience and execution. Key Responsibilities Understand the supply chain SCM account’s business requirements and the end-to-end program that Maersk has committed to, then execute according to defined IOPs, SOPs and KPIs. Build and maintain long‑term relationships with customers, internal operational staff and the customer service network. Proactively identify program exceptions, troubleshoot and solve according to broad guidelines provided by the Program Manager, KCM or Customer Experience Manager. Collaborate with and lead the Global Service Centre (GSC) staff assigned to the key account. Maintain IOPs, SOPs and KPIs in accordance with business changes. Analyze gaps between operational service levels and data output, and make recommendations to address identified gaps. Support PM in KPIs and other program initiatives for internal Maersk stakeholders and work in conjunction with the Program Manager who presents to the customer. Assist and coordinate new tactical and operational projects initiated by the client and/or Maersk. Coordinate domestic shipments with all parties on a day‑to‑day basis. Onboard truckers and vendors to the operating platform – Transporeon Procurement within Transporeon (new task versus original model). Review rates, evaluate routing and provide performance of service (new task versus original model). Ensure compliance with applicable federal, state and local laws and regulations, and adherence to company procedures and policies. Engage with logistics suppliers to provide proactive demurrage and detention handling. Perform other position‑related duties as specified by management. Key Requirements Bachelor’s Degree, Diploma or equivalent with 2–4 years of functional experience in transportation or international logistics, with international business experience required. 3–5 years of SCM or similar industry experience. Solid SCM / Shipping operations background. International Logistics experience preferred. Excellent written and verbal communication skills. Customer‑oriented and people‑focused attitude. Proficiency in MS Office tools, data analytics and reporting. Team player with proven ability to work under pressure and independently with little supervision. Strong execution mindset, financial technical skills, analytical ability, good judgment and operational focus. Knowledge of the logistics market. Commitment to delivering high‑quality work. Excellent conflict‑resolution and problem‑solving skills. Ability to manage ambiguity and work in an agile environment. External parties must follow Maersk and CUSTOMER policies, including basic housekeeping rules: no in‑person shipment delivery review, no entry into production facilities for failure or inventory review, no site visits for operational flow or cargo issues, and travel requests must be approved by the Manager. Job Type Full Time Salary Estimated starting salary range: $80,100 – $87,100* Benefits Full‑time employees are eligible for health insurance, paid time off, and 401(k) match. The company also offers health, dental and vision insurance, and a parental leave policy recognized worldwide as one of the best in the industry. Working Hours Monday – Friday, 7:00am – 4:00pm (on‑site). Availability outside these hours may be required for urgent delivery matters. Location JCB North America, 2000 Bamford Blvd, Pooler, GA 31322 EEO Statement Maersk is committed to a diverse and inclusive workplace. We welcome applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, marital status, sexual orientation, disability, pregnancy, or any other characteristic protected by applicable law. We consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We support adjustments during the application and hiring process and provide accommodations for applicants who need assistance. Maersk is an equal‑opportunity employer and embraces different styles of thinking. #J-18808-Ljbffr