Lead Logistics Customer Experience and Operations Specialist

Maersk Line Limited; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

Maersk Line Limited is seeking a Lead Logistics Customer Experience and Operations Specialist to manage end-to-end SCM activities, track milestones, and provide accurate reporting to customers and internal stakeholders.

You will support 3PL/4PL workflows and vendor coordination, ensuring timely updates and escalation of exceptions. Strong Excel and reporting skills are required, with experience in Power BI and automation tools preferred.

Qualifications

• Graduate with relevant SCM/logistics experience and strong data handling skills.
• Experience in customer/stakeholder email handling and reporting.
• Familiarity with 3PL/4PL operations and shipment visibility is a plus.
• Proactive with attention to detail and ability to work under pressure.

Responsibilities

• Execute end-to-end SCM operational activities including shipment tracking and milestone updates.
• Support 3PL/4PL workflows and vendor coordination with visibility reporting.
• Assist DCM activities including destination milestone monitoring and demurrage/detention input tracking.
• Ensure timely delivery of daily/weekly/monthly reports and trackers.
• Handle customer and stakeholder queries with professional email communication.
• Maintain SOPs, trackers and process documentation for consistency.

Skills

MS Excel

Power BI

Power Automate

Written communication

Tools

Power BI

Power Automate

Job description

Lead Logistics Customer Experience and Operations Specialist

• Execute and manage end-to-end SCM operational activities including shipment tracking, milestone updates, reporting, validation and exception handling.
• Support 3PL and 4PL operational workflows including vendor coordination, customer updates, visibility reporting and operational follow-ups.
• Support DCM-related activities including container visibility, destination milestone monitoring, demurrage/detention input tracking, reporting and customer/status updates where applicable.
• Ensure accuracy and timeliness of daily, weekly and monthly deliverables including PO trackers, milestone reports, KPI reports and customer updates.
• Handle customer, CX, vendor and internal stakeholder queries through structured and professional email communication.
• Maintain high-quality communication standards by ensuring timely responses, clear follow-ups and proper escalation of exceptions.
• Track operational KPIs such as timeliness, accuracy, productivity, SLA adherence and quality of output.
• Support RCA preparation for process deviations, missed SLA, reporting errors and customer escalations.
• Assist in automation and AI initiatives by preparing input files, validating outputs, testing automation results and providing process feedback.
• Maintain SOPs, IOPs, trackers and process documentation to ensure consistency, compliance and business continuity.
• Participate in training, cross-skilling and knowledge-sharing activities to support team resilience and backup readiness.
• Execute additional operational tasks assigned by the Team Leader / Manager based on business priorities.

Required qualification, experience & skills

• Graduate with 3–5 years of relevant experience in SCM, logistics, freight forwarding or shared services operations.
• Working knowledge of 3PL / 4PL supply chain operations, shipment lifecycle, milestone tracking and reporting.
• Basic understanding of DCM / destination management activities will be an advantage.
• Strong written communication skills with experience in customer / stakeholder email handling.
• Good MS Excel skills; exposure to Power BI, Power Automate, AI tools or reporting automation preferred.
• Strong attention to detail, ownership mindset, time management and ability to work under pressure.

Required Business/ Technical Knowledge

• SCM operations: import/export flows, milestone tracking, PO/shipment visibility,reportingand exception handling.
• Customer communication: ability to draft clear,professionalandtimelyemail responses.
• Reporting: ability to prepare,validateand maintain operational and KPI reports in Excel.
• Automation support: ability to support testing,validationand adoption of AI / Power Automate / reporting automation outputs.
• Process documentation: ability to follow andmaintainSOPs, IOPs, trackers and training materials

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.

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