Lead Logistics Customer Experience and Operations Specialist

Job description

At Maersk , we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what’s possible—setting new benchmarks for efficiency, sustainability, and excellence. We believe in the power of diversity, collaboration, and continuous learning , and strive to ensure our people reflect the customers we proudly serve.

With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade. Join us as we leverage cutting-edge technologies and create global opportunities. Let’s sail together towards a brighter, more sustainable future with Maersk. Purpose of the role 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.

You will be Responsible for: 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. Assist in automation and AI initiatives by preparing input files, validating outputs, testing automation results and providing process feedback.

Maintain SOPs, IOPs, trackers 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)

Qualifications

Graduate with 3–5 years of relevant experience in SCM, logistics, freight forwarding or shared services operations. Working knowledge of 3PL / 4PL supply chain operations, shipment lifecycle, milestone tracking and reporting. Basic understanding of DCM / destination management activities will be an advantage. Strong written communication skills with experience in customer / stakeholder email handling. Good MS Excel skills; exposure to Power BI, Power Automate, AI tools or reporting automation preferred.

Strong attention to detail, ownership mindset, time management and ability to work under pressure.

Required Business/ Technical Knowledge SCM operations

import/export flows, milestone tracking, PO/shipment visibility, reporting and exception handling.

Customer communication

ability to draft clear, professional and timely email responses.

Reporting

ability to prepare, validate and maintain operational and KPI reports in Excel.

Automation support

ability to support testing, validation and adoption of AI / Power Automate / reporting automation outputs.

Process documentation

ability to follow and maintain SOPs, IOPs, trackers and training materials.

What We Offer

Impact : Be part of a team that directly contributes to global operations.

Opportunity

Unlock professional and personal growth through diverse career pathways.

Innovation

Work with a team that embraces technology and continuous improvement.

Global Exposure

Collaborate across geographies and cultures.

Work-Life Balance

Flexible working arrangements to support your well-being. 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. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected] .