Lead Logistics Customer Experience & Operations Specialist

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 experience& skills

• Graduate with 35 years of relevant experience in Returns & Reverse Logistics Freight & Transportation Coordination (air preferred) Warehouse Inventory Management

• Monitor return cycle times inventory accuracy and shipment status.

• Provide operational updates to supply chain warehouse and customer teams.

• Drive continuous improvement initiatives within reverse logistics operations.

• Strong written communication skills with experience in customer / stakeholder email handling.

• Good MS Excel skills mandatory

• Exposure to Macros Power BI Power Automate AI tools or reporting automation preferred.

• Strong attention to detail ownership mindset time management and ability to work under pressure and rotational shifts.

Required Business/ Technical Knowledge

• Reverse Logistics & Returns: Knowledge of RMA processing customer/defective returns repair and return-to-stock operations.

• Air Freight & Transportation: Experience with air freight AWB tracking carrier coordination (UPS FedEx DHL) and customs processes.

• Warehouse Inventory Management: Understanding of inventory reconciliation stock movements warehouse operations and inventory accuracy.

• SAP & System Knowledge: Hands-on experience in SAP transactions including CI DN GR GI Return Orders Stock Transfers and inventory updates.

• Operational Coordination: Ability to manage shipment exceptions coordinate with stakeholders and monitor operational performance and KPIs.

• Customer communication: ability to draft clearprofessionalandtimelyemail responses and communicate with U.S. based client

• Reporting: ability to preparevalidateand maintain operational and KPI reports in Excel. Macros creation knowledge preferred

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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