Customer Experience Associate

APM Terminals; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Flexible working arrangements

Global exposure

Work-life balance

Professional growth opportunities

Job summary

Maersk is seeking a Customer Experience Consultant to manage end-to-end supply chain operations for 4PL customers from Talegaon/Pune. You will act as the single point of contact, driving performance, process improvements, and value creation for customers.

The role requires strong customer service experience in shipping/logistics, excellent communication, and the ability to coordinate with multiple stakeholders. 6-day work weeks at the customer plant are noted.

Qualifications

• Graduate with at least 6 years in customer service within shipping or logistics.
• Strong end-to-end supply chain understanding and stakeholder management.
• Analytical mindset with data reporting tools proficiency (Excel/Power BI).
• Ability to handle multiple priorities in a dynamic environment.

Responsibilities

• Serve as primary contact for operational and service-related matters for assigned 4PL customers.
• Coordinate end-to-end supply chain activities with internal teams and partners.
• Generate performance dashboards and conduct regular business reviews with customers.
• Support billing accuracy and financial reconciliation with FinOps.
• Collaborate with Commercial, FinOps, Operations, Procurement and Product teams.

Skills

Customer Service

Shipping/Logistics

Stakeholder Management

Data Analysis

Excel

Power BI

Communication Skills

Education

Any Graduate

Tools

Excel

Power BI

Job description

Job Location: Talegaon, Pune The Customer Experience Consultant 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.

You will be responsible for:

1. 1. Customer Relationship & Communication Serve as the primary point of contact for all operational and service-related matters for assigned 4PL 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. 2. Operational Execution Coordinate 4PL 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. 3. Performance & Reporting Generate and analyse 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. 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. 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.

We are looking for:

Key Skills & Competencies: Any Graduate Atleast 6 yrs of experience in Customer Service in Shipping/Logistics 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.

This Role required 6 days working - Based at Customer Plant

**Key Performance Indicators (KPIs):**

• On-Time Delivery (OTD) adherence
• Custom Clearance
• Operational accuracy (documentation, billing, visibility)
• Issue resolution time
• Process compliance and continuous improvement initiatives

**What We Offer:**

• Impact: Your work directly contributes to the success of our global operations.
• Opportunity: Ample opportunities for professional and personal growth.
• Innovation: Join a forward-thinking team embracing cutting-edge technologies.
• Global Exposure: Collaborate with diverse colleagues in an international business environment.
• Work-Life Balance: We value work-life balance and offer flexible working arrangements.

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. For more information click here. All the way.