Job Location: Talegaon, Pune

The Customer Experience Consultant is responsible for delivering an exceptional end-to-end customer experience by proactively managing supply chain operations, ensuring seamless coordination between internal stakeholders, vendors, and customers. This role serves as the single point of contact for assigned accounts, focusing on performance management, process improvement, and continuous value creation for the customer.
You will be responsible for:
1. Customer Relationship & Communication
- Serve as the primary point of contact for all operational and service-related matters for assigned 4PL customers.
- Build and maintain solid, 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.

2. Operational Execution
- Coordinate 4PL 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.

3. Performance & Reporting
- Generate and analyse 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.

4. Financial & Process Compliance
- 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.

5. Collaboration & Stakeholder Management
- Work cl

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