Lead Logistics Customer Experience & Operations , Team Lead– USA

Lead Logistics Customer Experience & Operations , Team Lead– USA

Role Summary

We are seeking an experienced Team Lead to manage Returns & Reverse Logistics operations for high-value technology products. The role combines operational leadership with hands-on process expertise across reverse logistics, air freight coordination, warehouse operations, inventory management, and SAP transaction processing.

The Team Lead will be responsible for ensuring service excellence, managing team performance, driving issue resolution, coordinating with global stakeholders, and supporting process improvements while maintaining operational KPIs.

Key Responsibilities

Returns & Reverse Logistics Management

• Oversee end-to-end return shipments via air freight preferred .
• Manage Return Material Authorization (RMA) and return-to-stock activities.
• Monitor return shipments from customer locations to repair centers, hubs, and warehouses.
• Manage shipment exceptions, damages, shortages, delivery failures, and escalations.
• Coordinate with carriers such as UPS, FedEx, DHL, and freight forwarders.

Freight & Transportation Coordination

• Oversee export and import return shipments (Air Preferred).
• Review shipping documentation and return instructions.
• Monitor shipment bookings, airway bill (AWB) tracking, and delivery milestones.
• Coordinate with customs brokers and logistics partners to support clearance activities.

Warehouse & Inventory Management

• Ensure timely receipt and processing of returned inventory.
• Drive inventory reconciliation and stock verification activities.
• Oversee repair, replacement, disposition, and return-to-stock processes.
• Ensure inventory accuracy across warehouse and SAP systems.

SAP Transaction Management

• Oversee Commercial Invoice (CI) creation, Delivery Note (DN) creation, Goods Receipt (GR), Goods Issue (GI), Return Orders, and Stock Transfers.
• Ensure accurate inventory movement transactions in SAP.
• Support reporting, KPI tracking, and operational governance.

Team & Stakeholder Leadership

• Lead daily operations and ensure SLA/KPI achievement.
• Act as the primary escalation point for operational issues.
• Coordinate across customers, warehouses, carriers, freight forwarders, and internal supply chain teams.
• Provide operational updates and performance reporting to stakeholders.
• Coach, mentor, and support team members to build operational capability.
• Support onboarding, training, and knowledge transfer activities.

Continuous Improvement

• Drive root cause analysis for recurring operational issues.
• Implement corrective and preventive actions.
• Identify opportunities for process optimization, automation, and efficiency improvements.
• Contribute to operational excellence initiatives and best-practice sharing.

Shift - 6PM to 3 AM (Can be rotational basis business needs)

Experience Required

• Minimum 8 years of overall professional experience in reverse logistics, air freight.

• Minimum 2 years of people management experience - leading and managing a team of approximately 25–30 employees.

• Proven ability to drive team performance, manage stakeholder expectations, and deliver operational objectives in a fast-paced environment.

Mandatory Requirements

SAP Knowledge (Preferred)

• SAP MM
• SAP WM / EWM
• SAP SD (Preferred)
• Inventory transaction processing
• Warehouse and inventory management transactions

Process Knowledge

• Import / Export Operations (Air Preferred)
• Air Returns Management
• RMA Processing
• Inventory Reconciliation
• Warehouse Coordination
• Carrier Management
• Return-to-Stock Processes
• Transportation Exception Management
• Shipment Tracking & Visibility

Leadership Competencies

✅ Strong ownership and accountability

✅ Excellent problem-solving and decision-making skills

✅ Customer-focused mindset with a service excellence approach

✅ Effective stakeholder management and cross-functional coordination

✅ Strong communication and influencing skills

✅ Ability to manage multiple priorities and perform under pressure

✅ Team coaching, mentoring, and people development capability

✅ Continuous improvement and process optimization mindset

Ideal Candidate Profile

• 8–10 years of experience in Air Freight, Reverse Logistics, Warehouse Operations, or Supply Chain Operations.
• Strong SAP MM / WM / EWM knowledge (Preferred).
• Experience managing inventory reconciliation and warehouse operations.
• Proven experience handling customer escalations and complex operational issues.
• Demonstrated ability to lead teams, drive performance, and deliver operational improvements.
• Experience supporting high-value technology, electronics, manufacturing, or logistics environments.

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