Lead Logistics Customer Experience and Operations Specialist

Maersk Line Limited; Pune District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Maersk is seeking a Lead Logistics Customer Experience and Operations Specialist to manage end-to-end logistics for global accounts, ensuring timely execution and high service standards.

You will coordinate with customers, origin and destination teams, carriers and internal stakeholders, monitor KPIs, resolve escalations, drive root-cause analysis and continuous process improvements to enhance productivity and customer satisfaction.

Responsibilities

• Manage end-to-end logistics and supply chain operations for assigned customer accounts.
• Coordinate with customers, origin and destination teams, carriers, and internal stakeholders to ensure smooth shipment execution.
• Monitor operational performance and customer KPIs, taking proactive actions to address service gaps.
• Resolve customer queries and operational escalations through timely investigation and stakeholder collaboration.
• Perform root cause analysis and implement corrective actions to improve service quality and operational efficiency.
• Support process improvement, automation, and standardization initiatives to enhance productivity.
• Maintain accurate documentation and ensure compliance with company policies and customer requirements.
• Analyze operational data, prepare performance reports, and provide actionable insights to support business decisions.
• Contribute to knowledge sharing, SOP development, and training initiatives to strengthen team capabilities.
• Build strong customer relationships by delivering reliable, customer-focused logistics solutions and maintaining high service standards.

Job description

Lead Logistics Customer Experience and Operations Specialist

Manage end-to-end logistics operations and customer experience for global accounts by ensuring timely execution, resolving operational issues, coordinating with cross-functional stakeholders, and driving continuous process improvements to deliver high service quality and customer satisfaction.

• Manage end-to-end logistics and supply chain operations for assigned customer accounts.
• Coordinate with customers, origin and destination teams, carriers, and internal stakeholders to ensure smooth shipment execution.
• Monitor operational performance and customer KPIs, taking proactive actions to address service gaps.
• Resolve customer queries and operational escalations through timely investigation and stakeholder collaboration.
• Perform root cause analysis and implement corrective actions to improve service quality and operational efficiency.
• Support process improvement, automation, and standardization initiatives to enhance productivity.
• Maintain accurate documentation and ensure compliance with company policies and customer requirements.
• Analyze operational data, prepare performance reports, and provide actionable insights to support business decisions.
• Contribute to knowledge sharing, SOP development, and training initiatives to strengthen team capabilities.
• Build strong customer relationships by delivering reliable, customer-focused logistics solutions and maintaining high service standards.

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.