Lead Customer Experience and Operations Specialist - Logistics

Maersk Line India Pvt Ltd; Chennai; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Global exposure

Diverse career paths

Innovation in technology

Job summary

Maersk Line India Pvt Ltd is seeking a Lead Logistics Customer Experience and Operations Specialist to support day-to-day customer experience and administrative operations. You will manage customer channel management, case handling, onboarding, and relationship management, while ensuring adherence to processes.

The role requires independent work within defined boundaries and escalation of non-routine issues.

Qualifications

• 2–5+ years’ experience in Customer Experience, Service, Administration, Operations, or related discipline.
• Graduate with relevant experience in customer experience or administration.
• Proficiency in MS Office applications, especially Excel.
• Strong communication and interpersonal skills.
• Attention to detail and ability to execute tasks within defined guidelines.
• Willingness to learn and develop job-specific knowledge.

Responsibilities

• Manage day-to-day customer experience activities, including case management and onboarding.
• Support customer onboarding and maintain effective customer relationships.
• Handle documentation, validation, and follow-ups.
• Execute standardized administrative, technical, and operational activities.
• Collaborate with internal stakeholders to ensure timely completion of tasks and support.

Skills

Customer experience

Administration

Operations

Excel

Education

Bachelor’s degree

Tools

Excel

MS Office

Job description

Lead Logistics Customer Experience and Operations Specialist At Maersk, we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what's possible-setting new benchmarks for efficiency, sustainability, and excellence. We believe in the power of diversity, collaboration, and continuous learning, and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade. Join us as we leverage cutting-edge technologies and create global opportunities. Let's sail together towards a brighter, more sustainable future with Maersk.

Purpose of the role

The role is responsible for supporting day-to-day customer experience and administrative operations by executing standardized customer-facing, technical, administrative, and operational activities accurately and efficiently. The position involves supporting customer channel management, case management, onboarding, relationship management, contract and dispute-related activities, while ensuring adherence to established processes and guidelines. The role requires the ability to work independently within defined boundaries, resolve routine issues, and accelerate non-routine matters when required. You will be Responsible for Managing customer experience activities, including customer channel management, case management, onboarding, and relationship management. Handling customer queries, requests, and cases while ensuring timely and accurate resolution. Supporting customer onboarding and maintaining effective customer relationships in line with established processes. Supporting documentation, validation, and follow-ups. Executing standardized administrative, technical, and operational activities to support day-to-day business operations. Applying established procedures, work routines, and methods to ensure consistent and accurate service delivery. Managing assigned tasks independently within defined scope, guidelines, and boundaries. Identifying and resolving routine operational issues using established processes and available resources. Exercising appropriate judgment when handling operational activities and escalating non-routine or complex issues to experienced colleagues or supervisors. Maintaining accurate records and documentation related to customer activities. Collaborating with internal stakeholders to ensure timely completion of assigned activities and effective customer support. Adapting to new processes, systems, and ways of working through job-related training and on-the-job experience. Ensuring accuracy, compliance, and adherence to established standards across customer experience and administrative operations. Owns all SCM Operations activities under file management for the customers under purview.

Key Activities include:

All file management activities post booking, Documentation, System Update, Operational finance. Proactive communication with customer service in case of exceptions. Supporting Customer Service in customer query resolution and exception handling.

Qualifications

Between 2 - 5 or more years' experience and graduate with relevant experience in Customer Experience, Customer Service, Administration, Operations, or a related discipline. Basic understanding of customer service and administrative processes. Knowledge of standardized work routines, procedures, and operational methods. Good attention to detail with the ability to execute tasks accurately. Ability to work within defined guidelines and manage routine activities independently. Good communication and interpersonal skills. Ability to identify issues and elevate non-routine matters appropriately. Willingness to learn and develop job-specific technical and operational knowledge. Basic proficiency in MS Office applications, particularly Excel.

What We Offer:

• Impact: Be part of a team that directly contributes to global accounting.
• Opportunity: Unlock professional and personal growth through diverse career pathways.
• Innovation: Work with a team that embraces technology and continuous improvement.
• Global Exposure: Collaborate across geographies and cultures.

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].

Experience Level Senior Level