Lead Logistics Operations and Customer Experience Specialist

Maersk Line India Pvt Ltd; Chennai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Maersk Line India Pvt Ltd in Chennai is seeking a Senior Lead to manage day-to-day supply chain operations across 3PL, 4PL and DCM, driving customer experience through accurate tracking, milestone updates and timely reporting.

You will handle vendor and internal stakeholder queries, maintain SOPs and trackers, and support automation initiatives with Excel, Power BI and AI-enabled tools.

Qualifications

• Graduate with 3–5 years of relevant experience in SCM, logistics, freight forwarding or shared services operations.
• Strong written communication and customer CX focus.
• Experience working with 3PL/4PL and DCM processes is beneficial.

Responsibilities

• Execute day-to-day SCM operational activities across 3PL/4PL and DCM processes.
• Support 3PL/4PL workflows including vendor coordination and visibility reporting.
• Maintain accuracy of daily, weekly, and monthly deliverables (PO trackers, KPI reports).
• Handle customer, CX, vendor and internal stakeholder queries via professional emails.
• Assist in automation initiatives by preparing inputs and validating outputs.

Skills

SCM knowledge

Logistics operations

Customer communication

Stakeholder management

Excel

Power BI

Power Automate

AI tools

Tools

Power BI

Power Automate

AI tools

MS Excel

Job description

Lead Logistics Operations & customer Experience Specialist Responsible for executing day-to-day supply chain operations across 3PL, 4PL and Destination Container Management (DCM) processes with the goal of driving Customer Experience.

The role exists to ensure accurate, timely and customer-focused operational delivery across shipment tracking, reporting, milestone updates, exception handling and KPI support.

The position requires strong execution discipline, attention to detail, customer communication through emails and the ability to work in a high-volume, deadline-driven environment.

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.

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.

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