Lead Customer Experience and Operations Specialist - Logistics

Maersk Line India Pvt Ltd; Pune District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Maersk Line India Pvt Ltd seeks a Lead Logistics Customer Experience and Operations Specialist to support customer-facing activities across channel management, case management, onboarding, and relationship management. The role emphasizes accuracy, timely resolution, and clear communication with customers and internal stakeholders.

You will handle routine customer cases, follow-ups, onboarding, contract and dispute management, and day-to-day operations, applying standardized processes while

Qualifications

• Graduate with relevant experience in customer experience, customer service, shared services, administration, logistics, or operations.
• Minimum 2 years experience in customer interaction and case management roles preferred.
• Strong communication, problem-solving, and stakeholder management skills.
• Ability to follow standardized processes while exercising independent judgment within defined guidelines.

Responsibilities

• Managing customer-facing activities, including customer channel management, case management, onboarding, and relationship management.
• Supporting customer interactions and ensuring timely and accurate responses to customer queries.
• Handling customer cases, follow-ups, and basic escalations with ownership.
• Supporting customer onboarding and relationship management activities in line with established processes.
• Supporting contract and dispute management activities, including documentation, validation, and follow-ups.
• Executing administrative and operational tasks to support day-to-day customer and business operations.
• Following standardized work routines, processes, and guidelines to ensure consistent service delivery.
• Ensuring the accuracy and timeliness of transactional and administrative activities.
• Identifying and resolving routine operational issues within defined processes and escalating non-routine problems to experienced colleagues or supervisors.
• Applying job-related knowledge and established procedures to complete tasks within defined scope and complexity.
• Maintaining accurate documentation and records related to customer and operational activities.
• Ensuring effective communication and coordination with relevant internal and external stakeholders.

Skills

Communication

Problem solving

Stakeholder management

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 Customer Experience Specialist (JL2) will be responsible for supporting customer-facing activities across customer channel management, case management, onboarding, relationship management, contract and dispute management, and administrative operations. The role requires strong focus on accuracy, process adherence, timely resolution, and effective communication with customers and stakeholders.

You will be Responsible for:

• Managing customer-facing activities, including customer channel management, case management, onboarding, and relationship management.
• Supporting customer interactions and ensuring timely and accurate responses to customer queries.
• Handling customer cases, follow-ups, and basic escalations with ownership.
• Supporting customer onboarding and relationship management activities in line with established processes.
• Supporting contract and dispute management activities, including documentation, validation, and follow-ups.
• Executing administrative and operational tasks to support day-to-day customer and business operations.
• Following standardized work routines, processes, and guidelines to ensure consistent service delivery.
• Ensuring the accuracy and timeliness of transactional and administrative activities.
• Identifying and resolving routine operational issues within defined processes and escalating non-routine problems to experienced colleagues or supervisors.
• Applying job-related knowledge and established procedures to complete tasks within defined scope and complexity.
• Maintaining accurate documentation and records related to customer and operational activities.
• Ensuring effective communication and coordination with relevant internal and external stakeholders.

Qualifications

• Graduate with relevant experience in customer experience, customer service, shared services, administration, logistics, or operations.
• Minimum 2 years experience in customer interaction and case management roles preferred.
• Strong communication, problem-solving, and stakeholder management skills.
• Ability to follow standardized processes while exercising independent judgment within defined guidelines.

What We Offer:

• Impact : Be part of a team that directly contributes to global operations.
• 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.
• Work-Life Balance : Flexible working arrangements to support your well-being.

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