Assistant Manager, Customer Experience

Are you ready to embark on an exciting career journey in the dynamic world of terminal operations? APM Terminals is a global leader in port and terminal management. As part of the A.P. Moller-Maersk Group, we're dedicated to delivering excellence in container handling, logistics solutions, and maritime services across the globe.

At APM Terminals, we pride ourselves on fostering a culture of innovation, collaboration, and operational excellence. With a presence in over 70 countries and a commitment to sustainability, we offer unparalleled opportunities for growth and development in a diverse and inclusive environment.

Join us as we continue to shape the future of global trade and make a meaningful impact on communities worldwide. Discover your potential with APM Terminals and become part of a team that's redefining the industry standards. Apply now and let's build a brighter future together!

We are seeking a customer-driven Assistant Manager, Customer Experience, to join our dynamic team in New Jersey. In this role, you will be leading and managing a team that provides post-onboarding customer services in the APM Terminal environment. This includes managing customer interactions across various channels, offering operational support, handling contract and dispute management, and engaging in strategic problem-solving to improve customer satisfaction and retention.

This role also involves supervising employees and managing their lifecycle, including recruitment, training, performance appraisal, coaching, and developing staff for future roles. The Assistant Manager ensures smooth execution of business and operational strategies, aligning with company goals and delivering high-quality service to customers.

* Not eligible for remote work.

We offer:

We offer you an exciting global career at the forefront of world trade.
Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy.

Key Responsibilities:

• Manage all customer service channels (phone, email, chat, etc.), ensuring efficient and consistent customer engagement.
• Ensure a seamless customer experience by coordinating timely responses to inquiries and escalations.
• Monitor and analyze customer feedback and trends to improve service delivery.
• Provide operational support to ensure smooth day-to-day interactions and processes.
• Lead process improvement initiatives to increase efficiency and streamline workflows.
• Work closely with internal teams to resolve issues related to customer orders, shipments, and service performance.
• Oversee customer contracts post-onboarding, ensuring full support throughout the contract lifecycle
• Resolve contract-related disputes efficiently, ensuring fair outcomes for all parties.
• Partner with legal and sales teams to ensure contract compliance and mitigate potential risks.
• Lead the team in identifying strategic solutions to complex customer issues.
• Engage in root cause analysis and develop action plans to prevent recurrence.
• Propose and implement innovative ideas for improving customer satisfaction and retention.
• Manage a team of customer experience professionals, including hiring, training, and day-to-day supervision.
• Conduct regular performance reviews, coaching, and mentoring to develop staff.
• Set team goals and KPIs aligned with business objectives and ensure timely task completion.
• Oversee pay reviews, employee development, and future career planning for team members.
• Assist in developing policies, procedures, and business plans to enhance the customer experience function.
• Contribute to long-term strategic planning by analyzing industry trends and business needs.
• Work collaboratively across departments to align operations with business objectives.

Who we are looking for:

• Proven experience in customer experience/service management, or related transportation industry field experience (5+ years preferred) or Bachelor’s degree in Business, Management, or a related field; advanced education or certifications in customer service is a plus.
• Prior experience in a leadership or management role (2+ years preferred).
• Strong knowledge of customer service channels, operational support, and contract management.
• Demonstrated ability to lead teams, mentor staff, and manage the employee lifecycle inclusive of supervising and working with unionized labor.
• Excellent problem-solving skills and the ability to resolve disputes effectively.
• Strong communication skills with the ability to engage with stakeholders at all levels.
• Ability to work independently within defined guidelines but seek support for more complex issues.

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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.

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