Lead Logistics Customer Experience & Operations Specialist

Lead Logistics Customer Experience & Operations Specialist

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, experience & skills

• Graduate with 3–5 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 clear, professional and timely email responses and communicate with U.S. based client

• Reporting: ability to prepare, validate and 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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Experience Level

Senior Level