Lead Logistics Customer Experience & Operations Specialist

Overview

Supports day-to-day customer experience and administrative operations by executing standardized customer-facing, technical, administrative, and operational activities accurately and efficiently, including customer channel management, case management, onboarding, relationship management, and contract and dispute-related activities.

What you'll do

• Manage customer experience activities, including customer channel management, case management, onboarding, and relationship management.
• Handle customer queries, requests, and cases, ensuring timely and accurate resolution.
• Support customer onboarding and maintain effective customer relationships in line with established processes.
• Support documentation, validation, and follow-ups.
• Execute standardized administrative, technical, and operational activities to support day-to-day business operations.
• Apply established procedures, work routines, and methods to ensure consistent and accurate service delivery.
• Manage assigned tasks independently within defined scope, guidelines, and boundaries.
• Identify and resolve routine operational issues using established processes and available resources.
• Exercise appropriate judgment in operational activities and escalate non-routine or complex issues to experienced colleagues or supervisors.
• Maintain accurate records and documentation related to customer activities.
• Collaborate with internal stakeholders to ensure timely completion of assigned activities and effective customer support.
• Adapt to new processes, systems, and ways of working through job-related training and on-the-job experience.
• Ensure accuracy, compliance, and adherence to established standards across customer experience and administrative operations.
• Own all SCM Operations activities under file management for the customers under purview, including all file management activities post booking, documentation, system update, and operational finance.
• Communicate proactively with customer service in case of exceptions.
• Support Customer Service in customer query resolution and exception handling.

What you'll need

• Between 2 and 5 years of experience and a graduate with relevant experience in Customer Experience, Customer Service, Administration, Operations, or a related discipline.
• Basic understanding of customer service and administrative processes.
• Knowledge of standardized work routines, procedures, and operational methods.
• Good attention to detail with the ability to execute tasks accurately.
• Ability to work within defined guidelines and manage routine activities independently.
• Good communication and interpersonal skills.
• Ability to identify issues and escalate non-routine matters appropriately.
• Willingness to learn and develop job-specific technical and operational knowledge.
• Basic proficiency in MS Office applications, particularly Excel.

Nice to have

• Knowledge of Maersk SCM application and case management.
• Expert in Excel.
• Power BI experience.

Details

• Location: Chennai, India (600116).