Customer Experience Agent/Associate

Overview

The SCM Customer Experience Partner delivers an exceptional end-to-end customer experience by proactively managing supply chain operations and coordinating internal stakeholders, vendors and customers. This role is the single point of contact for assigned accounts, focused on performance management, process improvement and continuous value creation for the customer.

What you'll do

• Serve as the primary point of contact for all operational and service-related matters for assigned SCM customers.
• Build and maintain strong, collaborative relationships with customer stakeholders.
• Provide timely updates and visibility on shipments, exceptions and performance metrics.
• Manage customer escalations with a proactive and solution-oriented approach.
• Coordinate end-to-end supply chain activities including order management, shipment planning, documentation and delivery execution.
• Collaborate with origin/destination teams, warehouses, carriers and customs brokers to ensure service reliability.
• Monitor KPI adherence such as On-Time Delivery (OTD), lead time compliance and cost efficiency.
• Identify and mitigate potential delays or risks in the supply chain.
• Generate and analyze performance dashboards, DSRs and other logistics visibility reports.
• Conduct regular business reviews with customers to present performance insights and improvement plans.
• Support continuous improvement initiatives and digital adoption for enhanced visibility and automation.
• Ensure accuracy in billing, cost control and credit note processing.
• Support financial reconciliation between operations and FinOps teams.
• Maintain compliance with company policies, trade regulations and customer-specific SOPs.
• Work closely with internal teams (Commercial, FinOps, Operations, Procurement and Product) to deliver customer commitments.
• Contribute to standardizing and optimizing global SCM processes.
• Provide feedback and insights to internal teams to enhance the overall customer journey.

What you'll need

• Strong understanding of end-to-end supply chain and logistics operations (Ocean, Air, Road, Warehousing, Customs).
• Excellent communication and stakeholder management skills.
• Analytical mindset with proficiency in data analysis and reporting tools (Excel, Power BI, etc.).
• Ability to handle multiple priorities in a dynamic environment.
• Customer-centric and solution-oriented approach.

Details

• Location: Mumbai, India.