Customer Experience Consultant - Air Freight & SCM

About the role

Maersk is looking for a Customer Experience (CX) Consultant to act as a dedicated SCM Customer Experience partner for a strategic global customer in Tokyo. The role covers import air shipments to Japan and acts as the main point of contact for customer service.

Key responsibilities

• Handle import air shipments to Japan for a key client under the SCM product.
• Serve as the primary and escalation point of contact for customer service, working with customers, colleagues and overseas counterparts.
• Execute daily operations, manage KPIs and prepare customer reports.
• Arrange trucking, customs clearance, carrier booking, transport documents, billing and communication for ocean/air exports, imports and cross-trade, ensuring on-time delivery.
• Manage vendors, maximize gross profit, create and enforce SOPs, handle troubleshooting and ad-hoc assignments.
• Weekend and public holiday work may be scheduled as part of a rotation (2-3 times per month).

Required profile

• Minimum 2 years of experience in the airfreight industry or SCM handling, with knowledge of import processes in international logistics.
• Strong customer orientation and ability to build long-term trust-based relationships.
• Results-driven, detail-oriented, organized and able to prioritize, with problem-solving skills.
• Good communication and interpersonal skills with internal and external stakeholders.
• Native-level Japanese and English; TOEIC 600+ preferred.

Required skills

• Familiarity with Microsoft Outlook, Teams, Excel and Power Query.
• Continuous improvement mindset and strong organizational skills.