Senior Customer Experience Consultant
Core
Dedicated Supply Chain Management (SCM) Customer Experience point of contact for a Tokyo-based enterprise account, focusing on non-ocean activities like Global Inbound Cargo Management (ICM) readiness and issue resolution.
Role type
Senior Customer Experience Consultant (SCM)
Builds
Client account health, ICM program milestones, and operational continuity for SCM workstreams.
Domain
Logistics / Supply Chain Management / Enterprise Services
Deliverable
client delivery
Required skills
Supply chain management, process mapping, case/issue management, cross-functional stakeholder management, data-driven risk identification, independent operation in matrix organizations, Japanese and English fluency
Preferred skills
Prior experience supporting a named enterprise account
Technologies
None explicitly stated
Responsibilities
Own day-to-day SCM CX delivery for the Tokyo account, support ICM program readiness and milestone tracking, manage case and query resolution, partner cross-functionally to capture and deliver client requirements, maintain data-driven visibility of account health, coordinate status reviews, document SOPs and playbooks, identify process improvement opportunities, and escalate issues to internal stakeholders.
Seniority
Senior, hands-on IC