Customer Experience Agent/Associate

Maersk; Mumbai; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Maersk in Mumbai is seeking a skilled SCM professional to manage customer relationships and coordinate end-to-end supply chain activities across Ocean, Air, Road, and Warehousing. You will monitor KPIs, drive exceptions handling, and collaborate with origin/destination teams to ensure service reliability and timely delivery.

The role emphasizes proactive communication, data analysis, and continuous improvement in a fast-paced logistics environment, aligning with Maersk's global operations and

Qualifications

• 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.

Responsibilities

• Serve as the primary point of contact for all operational and service-related matters for assigned SCM customers.
• Coordinate end-to-end supply chain activities including order management, shipment planning, documentation, and delivery execution.
• Generate and analyze performance dashboards, reports, and other logistics visibility outputs.
• Ensure accuracy in billing, cost control, and credit note processing; support financial reconciliation.
• Collaborate with internal teams to standardize and optimize global SCM processes.

Skills

Supply chain

Logistics operations

Stakeholder management

Data analysis

Communication

Multitasking

Customer-centric

Problem solving

Tools

Excel

Power BI

Job description

Key Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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. 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 [e-mail].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.

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