MUMBAI · FULLTIME
Customer Experience Agent/Associate
Maersk Global Service Centres
Mumbai · onsite · Posted 1d ago
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Undisclosed2–7 yrsfulltimeMumbai
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Section · 01
About this role
The SCM Customer Experience Partner is responsible for delivering an exceptional end-to-end customer experience by proactively managing supply chain operations, ensuring seamless coordination between internal stakeholders, vendors, and customers. This role serves as the single point of contact for assigned accounts, focusing on performance management, process improvement, and continuous value creation for the customer.
Key Responsibilities:
1. Customer Relationship & Communication
- Serve as the primary point of contact for all operational and service-related matters for assigned SCM customers.
- Build and maintain strong, collaborative relationships with customer stakeholders.
- Provide timely updates and visibility on shipments, exceptions, and performance metrics.
- Manage customer escalations with a proactive and solution-oriented approach.
2. Operational Execution
- Coordinate end-to-end supply chain activities including order management, shipment planning, documentation, and delivery execution.
- Collaborate with origin/destination teams, warehouses, carriers, and customs brokers to ensure service reliability.
- Monitor KPI adherence such as On-Time Delivery (OTD), lead time compliance, and cost efficiency.
- Identify and mitigate potential delays or risks in the supply chain.
3. Performance & Reporting
- Generate and analyze performance dashboards, DSRs, and other logistics visibility reports.
- Conduct regular business reviews with customers to present performance insights and improvement plans.
- Support continuous improvement initiatives and digital adoption for enhanced visibility and automation.
4. Financial & Process Compliance
- Ensure accuracy in billing, cost control, and credit note processing.
- Support financial reconciliation between operations and FinOps teams.
- Maintain compliance with company policies, trade regulations, and customer-specific SOPs.
5. Collaboration & Stakeholder Management
- Work closely with internal teams (Commercial, FinOps, Operations, Procurement, and Product) to deliver customer commitments.
- Contribute to standardizing and optimizing global SCM processes.
- Provide feedback and insights to internal teams to enhance the overall customer journey.
Key Skills & Competencies:
- Strong understanding of end-to-end supply chain and logistics operations (Ocean, Air, Road, Warehousing, Customs).
- Excellent communication and stakeholder management skills.
- Analytical mindset with proficiency in data analysis and reporting tools (Excel, Power BI, etc. ).
- Ability to handle multiple priorities in a dynamic environment.
- Customer-centric and solution-oriented approach.
Key Performance Indicators (KPIs):
- On-Time Delivery (OTD) adherence
- Customer satisfaction (NPS/CSAT)
- Operational accuracy (documentation, billing, visibility)
- Issue resolution time
- Process compliance and continuous improvement initiatives
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking.
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 .
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Section · 02
Skills
CSATCustomer ExperienceAutomationcustomer satisfactiondigital adoptioncustomsFinOpsLogisticsLogistics OperationsNPSCredit NoteCustomer RelationshipoperationsFinancial Reconciliationdata analysiscompliance
Section · Company
About Maersk
Maersk Global Service Centres
Logistics
30k+
employees
1904
122 years old
Bengaluru/Bangalore, Karnataka
India
₹10.2L PA avg
Avg at Maersk
About
A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society.
Industries
LogisticsPorts & Shipping
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