Lead Logistics Customer Experience and Operations Specialist

At Maersk, we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what’s possible—setting new benchmarks for efficiency, sustainability, and excellence.

We believe in the power of diversity, collaboration, and continuous learning, and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade.

Job Purpose/summary -

• 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 qualification, experience  & skills

• 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 

What We Offer:

• Impact: Be part of a team that directly contributes to global operations.
• Opportunity: Unlock professional and personal growth through diverse career pathways.
• Innovation: Work with a team that embraces technology and continuous improvement.
• Global Exposure: Collaborate across geographies and cultures.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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