Lead Logistics Customer Experience & Operations Specialist

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.

Required qualification, experience & skills

Graduate with 3-5 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

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