Lead Logistics Customer Experience and Operations Specialist

Maersk; Pune District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Impact

Opportunity

Innovation

Global Exposure

Work-Life Balance

Job summary

Maersk, a global leader in integrated logistics, seeks a Lead Logistics Customer Experience and Operations Specialist to support customer-facing activities, onboarding, and relationship management. The role emphasizes accuracy, timely resolution, and clear communication with customers and stakeholders.

The position involves handling cases, follow-ups, contract and dispute management, and day-to-day operational tasks while adhering to standardized processes.

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 channel management, case management, onboarding, and relationship management.
• Supporting customer interactions and ensuring timely and accurate responses to queries.
• Handling customer cases, follow-ups, and basic escalations with ownership.
• Supporting onboarding and relationship management activities in line with 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 accuracy and timeliness of transactional and administrative activities.
• Identifying and resolving routine operational issues within defined processes and escalating non-routine problems.

Skills

Customer experience

Communication

Stakeholder management

Process adherence

Education

Graduate degree or equivalent

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.

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