CHENNAI · FULLTIME
Lead Logistics Customer Experience and Operations Specialist
Maersk Global Service Centres
Chennai · onsite · Posted 2d ago
Sourced from
Undisclosed3–7 yrsfulltimeChennai
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Section · 01
About this role
Job Summary
Key Responsibilities
Primary internal stakeholders
Primary external stakeholders
Required qualifications and experience
Required business/technical knowledge
Key measures
- The Specialist is responsible for executing day-to-day supply chain operations across 3PL, 4PL and Destination Container Management (DCM) processes.
- The role exists to ensure accurate, timely and customer-focused operational delivery across shipment tracking, reporting, milestone updates, exception handling and KPI support.
- The position requires strong execution discipline, attention to detail, customer communication through emails and the ability to work in a high-volume, deadline-driven environment.
Key Responsibilities
- Execute and manage end-to-end SCM operational activities including shipment tracking, milestone updates, reporting, validation and exception handling.
- Support 3PL and 4PL operational workflows including vendor coordination, customer updates, visibility reporting and operational follow-ups.
- Support DCM-related activities including container visibility, destination milestone monitoring, demurrage/detention input tracking, reporting and customer/status updates where applicable.
- Ensure accuracy and timeliness of daily, weekly and monthly deliverables including PO trackers, milestone reports, KPI reports and customer updates.
- Handle customer, CX, vendor and internal stakeholder queries through structured and professional email communication.
- Maintain high-quality communication standards by ensuring timely responses, clear follow-ups and proper escalation of exceptions.
- Track operational KPIs such as timeliness, accuracy, productivity, SLA adherence and quality of output.
- Support RCA preparation for process deviations, missed SLA, reporting errors and customer escalations.
- Assist in automation and AI initiatives by preparing input files, validating outputs, testing automation results and providing process feedback.
- Maintain SOPs, IOPs, trackers and process documentation to ensure consistency, compliance and business continuity.
- Participate in training, cross-skilling and knowledge-sharing activities to support team resilience and backup readiness.
- Execute additional operational tasks assigned by the Team Leader / Manager based on business priorities.
Primary internal stakeholders
- Team Leaders, Senior Specialists and Operations Managers
- CX teams, PMO, BPM, Implementation and Platform teams
- Automation / AI teams, Power BI / reporting teams and GSC cross-functional teams
Primary external stakeholders
- Customers / client representatives
- 3rd party vendors, shippers, carriers and service providers
- Origin and destination stakeholders where applicable
Required qualifications and experience
- Graduate with 3-7 years of relevant experience in SCM, logistics, freight forwarding or shared services operations.
- Working knowledge of 3PL / 4PL supply chain operations, shipment lifecycle, milestone tracking and reporting.
- Basic understanding of DCM / destination management activities will be an advantage.
- Strong written communication skills with experience in customer / stakeholder email handling.
- Good MS Excel skills; exposure to Power BI, Power Automate, AI tools or reporting automation preferred.
- Strong attention to detail, ownership mindset, time management and ability to work under pressure.
Required business/technical knowledge
- SCM operations: import/export flows, milestone tracking, PO/shipment visibility, reporting and exception handling.
- Customer communication: ability to draft clear, professional and timely email responses.
- Reporting: ability to prepare, validate and maintain operational and KPI reports in Excel.
- Automation support: ability to support testing, validation and adoption of AI / Power Automate / reporting automation outputs.
- Process documentation: ability to follow and maintain SOPs, IOPs, trackers and training materials.
Key measures
- Accuracy and timeliness of operational deliverables
- SLA and KPI adherence
- Quality of customer communication and query resolution
- Process compliance and documentation accuracy
- Contribution to automation testing and improvement ideas
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Section · 02
Skills
Customer ExperienceAutomationExportbusiness continuityBpm4PlException HandlingContainerContainer ManagementDcmDestination ManagementAI ToolsCommunication SkillsAutomation TestingcomplianceEmail HandlingArtificial Intelligence3Pl
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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