Lead Logistics Customer Experience & Operations Specialist

Maersk — India, Chennai, 600116

The Specialist is responsible for executing day-to-day air reverse logistics task in 4PL. 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. . Maintain SOPs, IOPs, trackers, excel reports 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. Shift - 6PM to 3 AM (Can be rotational basis business needs) Required qualification, exp

View on HireSetu