Lead Logistics Customer Experience & Operations Specialist

The SCM Specialist (JL2) is responsible for executing end-to-end supply chain operations across 3PL/4PL processes, ensuring accurate shipment tracking, reporting, and exception management. The role supports high-volume operations while maintaining SLA compliance and process quality. The individual will interact with customers and stakeholders to handle queries, provide updates, and manage follow-ups professionally. They will prepare operational reports, monitor KPIs, and support root cause analysis for performance issues. Additionally, the role contributes to process improvements, automation initiatives, and compliance with SOPs and governance standards. Strong SCM knowledge, customer communication skills, and proficiency in Excel are essential for success in this position.

• Executing end-to-end Supply Chain Management (SCM) operations across 3PL/4PL processes.
• Tracking shipment milestones and ensuring timely updates, reporting, and exception management.
• Coordinating with vendors, customers, and internal stakeholders to support smooth operations.
• Managing customer queries, follow-ups, and escalations through professional email communication.
• Preparing and maintaining accurate operational reports, KPI dashboards, and performance trackers.
• Ensuring adherence to SLAs, process guidelines, SOPs, and quality standards.
• Supporting data validation, documentation, and shipment visibility activities.
• Monitoring operational performance and assisting with root cause analysis (RCA) for issues.
• Identifying process improvement opportunities and supporting automation initiatives.
• Maintaining process documentation, knowledge management materials, and audit compliance requirements.

• Graduate of any bachelor's degree.
• Fluent in English with good communication skills.