Customer Experience Agent/Associate

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

Job summary

Maersk in Mumbai seeks an SCM Customer Experience Partner to manage end-to-end supply chain activities for key customers. You will coordinate order management, shipment planning, and delivery execution while maintaining proactive communication with stakeholders.

You will generate performance dashboards, lead business reviews, and drive continuous improvement in visibility, processes, and customer value creation.

Qualifications

• Experience in end-to-end supply chain and logistics operations.
• Strong communication and stakeholder management skills.
• Proficient in data analysis and reporting tools (Excel, Power BI).

Responsibilities

• Serve as primary point of contact for operational and service-related matters for assigned SCM customers.
• Coordinate end-to-end supply chain activities including order management and delivery execution.
• Generate and analyze performance dashboards and reports; conduct business reviews with customers.
• Ensure billing accuracy, cost control, and adherence to SOPs.
• Collaborate with internal teams to deliver customer commitments and drive improvements.

Skills

End-to-end SCM

Logistics operations

Communication

Stakeholder management

Data analysis

Reporting tools

Multitasking

Customer-centric approach

Tools

Excel

Power BI

Job description

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.

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