Senior Customer Experience Partner - Chemicals and Mining

About the role

A.P. Maersk SA is looking for a Customer Experience Consultant (JL3) for its Chemicals and Mining business in Cape Town, South Africa. The role manages the end-to-end shipment process for assigned customers, including complex or strategic accounts, and acts as the main point of contact for them.

Key responsibilities

• Manage the end-to-end shipment process for assigned customers, including more complex or strategic accounts
• Act as the primary point of contact for customers, delivering consistent, high-quality service
• Proactively identify and resolve customer issues, coordinating with internal stakeholders across functions
• Take ownership of a customer portfolio, including financial follow-up and performance reviews
• Drive service excellence and continuous improvement initiatives within the customer experience journey
• Handle escalations and provide expert-level problem resolution
• Coordinate ocean and logistics shipments and ensure accurate, timely execution of operational tasks
• Build and maintain strong relationships with customers, internal teams and Global Service Centres (GSC)
• Support and mentor junior team members where required
• Ensure compliance with company procedures, industry regulations and best practices, and contribute to process optimization

Required profile

• 5+ years' experience in shipping, freight forwarding, logistics or supply chain
• Proven ability to manage complex customer relationships and escalations
• Ability to work under pressure, manage competing priorities and drive results
• Proactive, accountable and leadership-oriented approach

Required skills

• Strong knowledge of end-to-end supply chain operations and customer experience management
• Excellent stakeholder management, communication and influencing skills
• Strong analytical skills with a solution-oriented mindset
• Digital proficiency and experience working with operational systems