At Maersk, we’re transforming global logistics — connecting and simplifying supply chains to help our customers move goods anywhere, seamlessly and sustainably. With over a century of innovation and leadership in trade and logistics, we continue to pioneer integrated solutions that enable smarter, faster, and more resilient supply chains.
Purpose of the Role
The Customer Experience Team Leader plays a key role in leading, motivating, and developing a team of Customer Experience Consultants in Lima, ensuring world-class service delivery across Maersk’s logistics products. This position is accountable for driving customer satisfaction, operational excellence, and continuous improvement within the team — promoting a proactive, consultative, and digital-first approach to customer engagement.
Key Responsibilities
Lead, coach, and inspire a team of CX Consultants to deliver exceptional service and a seamless end-to-end customer experience.
Ensure the team actively supports customers through proactive issue resolution and strong operational ownership.
Drive the adoption of Maersk’s digital tools and self-service solutions, fostering efficiency and customer empowerment.
Collaborate cross-functionally with Sales, Product, Delivery, Finance, and GSC to resolve complex issues and support growth opportunities.
Monitor customer satisfaction, analyze service performance, and implement improvement initiatives.
Review and update SOPs and IOPs to strengthen process consistency and eliminate recurring issues.
Promote a culture of continuous improvement, learning, and accountability within the team.
Support transformation and change management efforts aligned with Maersk’s global CX strategy.
Manage key operational KPIs, ensuring service reliability, cost efficiency, and productivity targets are met.
Critical Competencies
Proven leadership and people management skills.
Strong business acumen and understanding of logistics and supply chain operations.
Excellent communication, stakeholder management, and decision-making abilities.
Analytical and results-driven mindset with a continuous improvement approach.
Ability to work under pressure while maintaining high service standards.
Proficiency in digital tools and customer platforms.
Fluent in English and Spanish (spoken and written).
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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.