MCL Operations Specialist

Maersk; Tamil Nadu; On-site; INR 450,000 - 650,000; Full time

Job summary

Maersk in Tamil Nadu seeks a proactive Customer Experience Associate to handle service requests, create and track orders, assist onboarding, and maintain accurate records.

You will collaborate with warehouse, operations and finance teams, follow SOPs, and escalate complex cases. The role emphasizes data accuracy, SLA adherence, and continuous improvement.

Qualifications

• Graduate in Business / Logistics / Commerce or related field.
• Basic understanding of customer service and operations processes.
• Strong attention to detail and process adherence.
• Good communication and coordination skills.
• Proficiency in MS Excel and basic system tools (ERP preferred).

Responsibilities

• Manage customer service requests through various channels (email, case management platforms).
• Support order management activities including order creation, validation, and tracking.
• Handle customer onboarding activities such as data validation and system updates.
• Maintain accurate records of customer interactions, cases, and transactions.
• Assist in contract management by ensuring data accuracy and alignment with terms.
• Support disposition of disputes by coordinating with relevant teams for resolution.
• Follow SOPs to execute tasks accurately and consistently.
• Monitor and track open cases to ensure timely closure within SLA timelines.
• Collaborate with internal teams to resolve issues and escalate non-routine cases.

Skills

Attention to detail

Communication

Coordination

Deadline oriented

Education

Graduate in Business / Logistics / Commerce or related field

Tools

MS Excel

ERP

Job description

Job PurposeSupports day-to-day customer experience and operational activities within MCL by executing standardized processes related to customer service, case management, and order handling. Ensures timely and accurate handling of customer requests while adhering to defined guidelines and SLAs. Works under supervision with the ability to apply basic judgment within defined frameworks and escalates non-routine issues to senior team members.Key responsibilitiesManage customer service requests through various channels (email, system tools, case management platforms).Support order management activities including order creation, validation, and tracking.Handle customer onboarding activities such as data validation and system updates.Maintain accurate records of customer interactions, cases, and operational transactions.Assist in contract management processes by ensuring data accuracy and alignment with agreed terms.Support dispute handling by identifying discrepancies and coordinating with relevant teams for resolution.Follow established SOPs to execute operational tasks accurately and consistently.Monitor and track open cases to ensure timely closure within SLA timelines.Collaborate with internal teams (warehouse, operations, finance, and customer service) to resolve issues.Escalate non-routine or complex cases to senior team members or supervisors.Generate basic operational and case management reports for tracking performance.Contribute to process standardization and continuous improvement initiatives.AccountabilitiesAccurate and timely execution of customer service and operational tasks.Effective case management and adherence to SLA timelines.Compliance with operational procedures, customer contracts, and internal guidelines.Maintenance of data accuracy and system integrity.Primary internal stakeholdersDivisions/ Departments OUTSIDE my FunctionCustomer Experience / Customer ServiceFinance & Compliance TeamsPrimary external stakeholdersArea & Region TeamRequired qualification, experience & skillsGraduate in Business / Logistics / Commerce or related fieldBasic understanding of customer service and operations processesStrong attention to detail and process adherenceGood communication and coordination skillsAbility to work within defined procedures and timelinesBasic analytical and problem-solving abilityAbility to escalate issues appropriatelyProficiency in MS Excel and basic system tools (ERP preferred)Required Business/ Technical KnowledgeUnderstanding of customer experience processes and case managementBasic knowledge of logistics / MCL operationsFamiliarity with SOP-driven operational workflowsAwareness of SLA-based service deliveryBasic understanding of contract and dispute handlingKey measuresSpecificSLA adherence for case management and order processingAccuracy in transaction processing and data handlingReduction in errors, rework, and open case backlogSharedCustomer satisfaction / Net Promoter Score (NPS)Process efficiency and standardizationCompliance with operational guidelinesContribution to continuous improvement initiativesMaersk 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] .