Lead Logistics Customer Experience & Operations Senior 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. 

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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