Job Posting Title Lead Logistics Customer Experience & Operations Senior Specialist

Maersk — India, Chennai, 600116

• 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 Gra

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