Customer Experience Partner - SCM

Position Summary

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.

You will be responsible for:

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.

We are looking for:

Key Skills Competencies:

• Customer Service in Shipping/Logistics
• end-to-end supply chain
• logistics operations
• communication
• stakeholder management
• data analysis
• Excel
• Power BI
• multi-tasking

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

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.