• Acts as a Subject Matter Expert for Lead Logistics operations across 3PL, 4PL and DCM processes driving customer experience.
• The role exists to strengthen process stability, drive KPI governance, support complex issue resolution and enable continuous improvement through standardization, automation and data-driven insights.
• The position requires strong Lead Logistics domain understanding, advanced stakeholder communication, customer handling capability and the ability to guide junior team members.

Key responsibilities
- Own end-to-end Lead Logistics operations post-booking, including shipment execution, documentation, visibility, and reporting across 3PL, 4PL, and DCM workflows.
- Manage complex operational scenarios, exceptions, and customer escalations while ensuring data accuracy and a seamless customer experience.
- Act as SME for shipment visibility, milestone tracking, vendor coordination, and customer-specific requirements.
- Drive KPI governance across quality, productivity, timeliness, and SLA adherence; monitor performance trends and customer outcomes.




- Lead RCA for process gaps and recurring issues, ensuring corrective and preventive actions are implemented effectively.
- Collaborate with Customer Service, FinOps, and cross-functional teams to ensure smooth supply chain execution and reporting.
- Support onboarding, transitions, migrations, hyper care, and stabilisation of recent business and processes.
- Identify and deliver automation/AI opportunities, partnering with technology teams for solution design, UAT, and deployment.
- Standardise SOPs, process documentation, trackers, and knowledge repositories to ensure consistency and audit readiness.
- Mentor and develop team members, drive cross-skilling, and ensure backup readiness across critical processes.
- Provide structured updates to leadership on process health, risks, performance, and improvement initiatives.

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

Required qualification

📌 Job Posting Title Lead Logistics Customer Experience (Chennai)
🏢 Maersk
📍 Chennai