Customer Experience Partner - SCM
APM Terminals · Mumbai · onsite · Posted 50d ago
Undisclosed2–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Position Summary
You will be responsible for:
1. Customer Relationship & Communication
2. Operational Execution
3. Performance & Reporting
4. Financial & Process Compliance
5. Collaboration & Stakeholder Management
We are looking for:
Key Skills & Competencies:
Key Performance Indicators (KPIs):
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.
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:
- Any Graduate
- Atleast 2 yrs of experience in Customer Service in Shipping/Logistics
- 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
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
Skills
Customer ServiceCSATcustomer satisfactionBillingProcess ImprovementSupply ChainOrder ManagementoperationsProcurementdata analysis
About APM Terminals
APM Terminals
Ports & Shipping
744
employees
2001
25 years old
The Hague
Netherlands
₹7.5L PA avg
Avg at APM Terminals
About
APM Terminals operates a vast global port network, improving supply chain efficiency and cargo handling through high-quality terminal services.
Industries
Ports & ShippingLogistics / ShippingMarine
Employee ratings
10 reviews
4.5/ 5
Culture
4.6
Career growth
3.5
Work-life
4.5
Employees rate it well for
Work-Life Balance45Overall Company45
Find them on