Customer Experience Agent Associate

A.P. Moller - Maersk; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Maersk is seeking an SCM Customer Experience Partner in Mumbai to deliver an exceptional end-to-end customer experience by proactively managing supply chain operations. You will coordinate across origin/destination teams, warehouses, carriers, and customs brokers to ensure reliable service and strong customer partnerships.

The role focuses on performance management, process improvements, and value creation for key accounts through proactive communication and data-driven insights.

Qualifications

• Experience in SCM/customer experience roles or similar logistics functions.
• Strong analytical mindset with ability to interpret performance data.
• Proven ability to coordinate cross-functional stakeholders and drive improvements.

Responsibilities

• Serve as primary contact for operational and service-related matters with assigned SCM customers.
• Coordinate end-to-end supply chain activities including order management, shipment planning, and delivery execution.
• Monitor KPIs such as OTD, lead time, and cost efficiency; identify delays or risks.
• Generate dashboards and reports; conduct business reviews with customers and propose improvement plans.
• Ensure billing accuracy, cost control, and adherence to SOPs and trade regulations.

Skills

End-to-end supply chain

Logistics operations

Communication & stakeholder mgmt

Data analysis & reporting tools

Tools

Excel

Power BI

Job description

Job Description:

The SCM Customer Experience Partner is responsible for delivering an exceptional end-to-end customer experience by proactively managing supply chain operations, ensuring seamless coordination between internal stakeholders, vendors, and customers. This role serves as the single point of contact for assigned accounts, focusing on performance management, process improvement, and continuous value creation for the customer.

Key Responsibilities:

1. Customer Relationship & Communication

• Serve as the primary point of contact for all operational and service-related matters for assigned SCM customers.
• Build and maintain strong, collaborative relationships with customer stakeholders.
• Provide timely updates and visibility on shipments, exceptions, and performance metrics.
• Manage customer escalations with a proactive and solution-oriented approach.

2. Operational Execution

• Coordinate end-to-end supply chain activities including order management, shipment planning, documentation, and delivery execution.
• Collaborate with origin/destination teams, warehouses, carriers, and customs brokers to ensure service reliability.
• Monitor KPI adherence such as On-Time Delivery (OTD), lead time compliance, and cost efficiency.
• Identify and mitigate potential delays or risks in the supply chain.

3. Performance & Reporting

• Generate and analyze performance dashboards, DSRs, and other logistics visibility reports.
• Conduct regular business reviews with customers to present performance insights and improvement plans.
• Support continuous improvement initiatives and digital adoption for enhanced visibility and automation.

4. Financial & Process Compliance

• Ensure accuracy in billing, cost control, and credit note processing.
• Support financial reconciliation between operations and FinOps teams.
• Maintain compliance with company policies, trade regulations, and customer-specific SOPs.

5. Collaboration & Stakeholder Management

• Work closely with internal teams (Commercial, FinOps, Operations, Procurement, and Product) to deliver customer commitments.
• Contribute to standardizing and optimizing global SCM processes.
• Provide feedback and insights to internal teams to enhance the overall customer journey.

Key Skills & Competencies:

• Strong understanding of end-to-end supply chain and logistics operations (Ocean, Air, Road, Warehousing, Customs).
• Excellent communication and stakeholder management skills.
• Analytical mindset with proficiency in data analysis and reporting tools (Excel, Power BI, etc.).
• Ability to handle multiple priorities in a dynamic environment.
• Customer-centric and solution-oriented approach.

Key Performance Indicators (KPIs):

• On-Time Delivery (OTD) adherence
• Customer satisfaction (NPS/CSAT)
• Operational accuracy (documentation, billing, visibility)
• Issue resolution time
• Process compliance and continuous improvement initiatives

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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