Job Posting Title 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 58 years of relevant experience in SCMlogistics freightforwardingor shared services operations.
• Strong operational knowledge of 3PL / 4PL supply chain workflows import/export processes milestonetrackingand reporting.
• Good understanding of DCM / destination management processes shipment visibility and exception management preferred.
• Excellent written and verbal communication skills withabilityto 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 stakeholdermanagementand mentoring skills.

Required Business/ Technical Knowledge

• SCM processexpertise: ability to understand dependencies across origin destination vendors CX and customers.
• KPI governance: ability to interpret performanceidentifytrendsand drive corrective actions.
• Automation enablement: ability to translate operational steps into automation requirements andvalidatesolutions.
• Reporting and analytics:abilityto 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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