Lead Logistics Customer Experience & Operations Senior Specialist

A.P. Moller Maersk; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A.P. Moller Maersk is seeking a Lead Logistics Subject Matter Expert in Chennai to oversee post-booking operations across 3PL, 4PL and DCM workflows. You will drive KPI governance, enable issue resolution, and champion automation and data-driven improvements.

The role requires strong stakeholder communication, guidance to junior team members, and cross-functional collaboration with Customer Service, FinOps, and technology teams. Shifts from 6PM to 3 AM may apply.

Qualifications

• 5–8 years of relevant experience in SCM, logistics, or shared services operations.
• Strong knowledge of 3PL/4PL workflows, import/export processes, and KPI governance.
• Excellent written and verbal communication with stakeholder management abilities.

Responsibilities

• Own end-to-end Lead Logistics operations post-booking across 3PL, 4PL and DCM workflows.
• Manage complex operational scenarios, exceptions, and customer escalations with data accuracy.
• Act as SME for shipment visibility, milestone tracking, vendor coordination and customer requirements.
• Drive KPI governance and monitor performance trends and customer outcomes.

Skills

Lead Logistics domain

Stakeholder communication

RCA / problem-solving

Mentoring / team development

Data-driven insights

Automation opportunities

Education

Graduate

Tools

Power BI

Power Automate

Excel

Job description

Job Summary

Acts as a Subject Matter Expert for Lead Logistics operations across 3PL, 4PL and DCM processes driving customer experience. The role exists to strengthen process stability, drive KPI governance, support complex issue resolution and enable continuous improvement through standardization, automation and data-driven insights. The position requires strong Lead Logistics domain understanding, advanced stakeholder communication, customer handling capability and the ability to guide junior team members.

Key responsibilities

• Own end-to-end Lead Logistics operations post-booking, including shipment execution, documentation, visibility, and reporting across 3PL, 4PL, and DCM workflows.
• Manage complex operational scenarios, exceptions, and customer escalations while ensuring data accuracy and a seamless customer experience.
• Act as SME for shipment visibility, milestone tracking, vendor coordination, and customer-specific requirements.
• Drive KPI governance across quality, productivity, timeliness, and SLA adherence; monitor performance trends and customer outcomes.
• Lead RCA for process gaps and recurring issues, ensuring corrective and preventive actions are implemented effectively.
• Collaborate with Customer Service, FinOps, and cross-functional teams to ensure smooth supply chain execution and reporting.
• Support onboarding, transitions, migrations, hyper care, and stabilisation of new business and processes.
• Identify and deliver automation/AI opportunities, partnering with technology teams for solution design, UAT, and deployment.
• Standardise SOPs, process documentation, trackers, and knowledge repositories to ensure consistency and audit readiness.
• Mentor and develop team members, drive cross-skilling, and ensure backup readiness across critical processes.
• Provide structured updates to leadership on process health, risks, performance, and improvement initiatives.

Shift

6PM to 3 AM (Can be rotational basis business needs)

Required qualification, experience and skills

• Graduate with 5-8 years of relevant experience in SCM, logistics, freight forwarding or shared services operations.
• Strong operational knowledge of 3PL / 4PL supply chain workflows, import/export processes, milestone tracking and reporting.
• Good understanding of DCM / destination management processes, shipment visibility and exception management preferred.
• Excellent written and verbal communication skills with ability to manage customer escalations and stakeholder expectations.
• Advanced Excel skills; working knowledge of Power BI, Power Automate, AI / automation tools preferred.
• Strong analytical, RCA, problem-solving, stakeholder management and mentoring skills.

Required Business/ Technical Knowledge

• SCM process expertise: ability to understand dependencies across origin, destination, vendors, CX and customers.
• KPI governance: ability to interpret performance, identify trends and drive corrective actions.
• Automation enablement: ability to translate operational steps into automation requirements and validate solutions.
• Reporting and analytics: ability to use Excel / Power BI outputs to support operational decisions.
• Knowledge management: ability to create, review and improve SOPs, IOPs and process documentation.