Lead Logistics Customer Experience and Operations Specialist

Overview

Execute day-to-day supply chain operations across 3PL, 4PL and Destination Container Management (DCM) processes, ensuring accurate, timely and customer-focused delivery of shipment tracking, reporting, milestone updates, exception handling and KPI support.

What you'll do

• 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.
• 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.

What you'll need

• Graduate with 3–7 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.
• Strong written communication skills with experience in customer / stakeholder email handling.
• Good MS Excel skills.
• Strong attention to detail, ownership mindset, time management and ability to work under pressure.
• SCM operations knowledge: import/export flows, milestone tracking, PO/shipment visibility, reporting and exception handling.
• Ability to draft clear, professional and timely email responses to customers and stakeholders.
• Ability to prepare, validate and maintain operational and KPI reports in Excel.
• Ability to follow and maintain SOPs, IOPs, trackers and training materials.

Nice to have

• Basic understanding of DCM / destination management activities.
• Exposure to Power BI, Power Automate, AI tools or reporting automation.
• Ability to support testing, validation and adoption of AI / Power Automate / reporting automation outputs.

Details

• Location: Chennai, India.
• Primary internal stakeholders: Team Leaders, Senior Specialists and Operations Managers; CX teams, PMO, BPM, Implementation and Platform teams; Automation / AI teams, Power BI / reporting teams and GSC cross-functional teams.
• Primary external stakeholders: Customers / client representatives; 3rd party vendors, shippers, carriers and service providers; origin and destination stakeholders where applicable.