Lead Logistics Customer Experience & Operations Sr Specialist

Acts as a Subject Matter Expert for Lead Logistics operations across 3PL, 4PL and DCM processes driving customer experience.
- The role exists to strengthen process stability, drive KPI governance, support complex issue resolution and enable continuous improvement through standardization, automation and data-driven insights.
- The position requires strong Lead Logistics domain understanding, advanced stakeholder communication, customer handling capability and the ability to guide junior team members.

Key responsibilities

• Own end-to-end Lead Logistics operations post-booking, including shipment execution, documentation, visibility, and reporting across 3PL, 4PL, and DCM workflows.
• Manage complex operational scenarios, exceptions, and customer escalations while ensuring data accuracy and a seamless customer experience.
• Act as SME for shipment visibility, milestone tracking, vendor coordination, and customer-specific requirements.
• Drive KPI governance across quality, productivity, timeliness, and SLA adherence; monitor performance trends and customer outcomes.
• Lead RCA for process gaps and recurring issues, ensuring corrective and preventive actions are implemented effectively.
• Collaborate with Customer Service, FinOps, and cross-functional teams to ensure smooth supply chain execution and reporting.
• Support onboarding, transitions, migrations, hyper care, and stabilisation of new business and processes.
• Identify and deliver automation/AI opportunities, partnering with technology teams for solution design, UAT, and deployment.
• Standardise SOPs, process documentation, trackers, and knowledge repositories to ensure consistency and audit readiness.
• Mentor and develop team members, drive cross-skilling, and ensure backup readiness across critical processes.
• Provide structured updates to leadership on process health, risks, performance, and improvement initiatives.

Shift - 6PM to 3 AM (Can be rotational basis business needs)

Required qualification, experience & skills

• Graduate with 5-8 years of relevant experience in SCM, logistics, freight forwarding or shared services operations.
• Strong operational knowledge of 3PL / 4PL supply chain workflows, import/export processes, milestone tracking and reporting.
• Good understanding of DCM / destination management processes, shipment visibility and exception management preferred.
• Excellent written and verbal communication skills with ability to manage customer escalations and stakeholder expectations.
• Advanced Excel skills; working knowledge of Power BI, Power Automate, AI / automation tools preferred.
• Strong analytical, RCA, problem-solving, stakeholder management and mentoring skills.

Required Business/ Technical Knowledge

• SCM process expertise: ability to understand dependencies across origin, destination, vendors, CX and customers.
• KPI governance: ability to interpret performance, identify trends and drive corrective actions.
• Automation enablement: ability to translate operational steps into automation requirements and validate solutions.
• Reporting and analytics: ability to use Excel / Power BI outputs to support operational decisions.
• Knowledge management: ability to create, review and improve SOPs, IOPs and process documentation.

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