Lead Logistics Operations and Customer Experience Specialist

Maersk Line India Pvt Ltd; Chennai District; On-site; INR 900,000 - 1,400,000; Full time

Benefits offered by this job

Impact: global operations

Professional growth

Innovation and automation focus

Global exposure

Work-life balance

Job summary

Maersk Line India Pvt Ltd in Chennai, India, seeks a Senior Lead Logistics Operations & Customer Experience Specialist to own end-to-end logistics post-booking and drive exceptional customer experience. You will lead shipment execution, documentation, visibility, and reporting across multiple 3PL/4PL/DCM workflows.

The role requires coordinating with service teams to manage escalations, track milestones, enable automation, and improve processes while upholding data accuracy and audit readiness.

Responsibilities

• Owning end-to-end Lead Logistics operations post-booking, including shipment execution, documentation, visibility, and reporting across 3PL, 4PL, and DCM workflows.
• Managing complex operational scenarios, exceptions, and customer escalations while ensuring data accuracy and a seamless customer experience.
• Acting as the SME for shipment visibility, milestone tracking, vendor coordination, and customer-specific requirements.
• Driving KPI governance across quality, productivity, timeliness, and SLA adherence, while monitoring performance trends and customer outcomes.
• Leading root cause analysis for process gaps and recurring issues, ensuring effective implementation of corrective and preventive actions.
• Collaborating with Customer Service, FinOps, and cross-functional teams to ensure smooth supply chain execution and reporting.
• Supporting onboarding, transitions, migrations, hyper-care, and stabilization of new business and processes.
• Identifying and delivering automation and AI opportunities by partnering with technology teams for solution design, UAT, and deployment.
• Standardizing SOPs, process documentation, trackers, and knowledge repositories to ensure consistency and audit readiness.

Job description

Lead Logistics Operations & customer Experience 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

• Owning end-to-end Lead Logistics operations post-booking, including shipment execution, documentation, visibility, and reporting across 3PL, 4PL, and DCM workflows.
• Managing complex operational scenarios, exceptions, and customer escalations while ensuring data accuracy and a seamless customer experience.
• Acting as the Subject Matter Expert (SME) for shipment visibility, milestone tracking, vendor coordination, and customer-specific requirements.
• Driving KPI governance across quality, productivity, timeliness, and SLA adherence, while monitoring performance trends and customer outcomes.
• Leading root cause analysis (RCA) for process gaps and recurring issues, ensuring effective implementation of corrective and preventive actions.
• Collaborating with Customer Service, FinOps, and cross-functional teams to ensure smooth supply chain execution and reporting.
• Supporting onboarding, transitions, migrations, hyper-care, and stabilization of new business and processes.
• Identifying and delivering automation and AI opportunities by partnering with technology teams for solution design, UAT, and deployment.
• Standardizing SOPs, process documentation, trackers, and knowledge repositories to ensure consistency and audit readiness.

Graduate with 2-4 years of relevant experience in SCM, logistics, freight forwarding or shared services operations.

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.

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