Customer Experience Partner - SCM

Opportunity

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

Position Summary:

The SCM Customer

Experience

• Partner 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 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.

• 2. Operational Execution

• 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.

• 3. Performance & Reporting

• 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.

• 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 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.

We are looking for:

Key Skills & Competencies:

• Any Graduate
• Atleast 2 yrs of experience in Customer Service in Shipping/Logistics
• 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.

Key Performance Indicators (KPIs):

• On-Time Delivery (OTD) adherence
• Customer satisfaction (NPS/CSAT)
• Operational accuracy (documentation, billing, visibility)
• Issue resolution time
• Process compliance and continuous improvement initiatives

What We Offer

• Impact: Your work directly contributes to the success of our global operations.
• Opportunity: Ample opportunities for professional and personal growth.
• Innovation: Join a forward-thinking team embracing cutting-edge technologies.
• Global Exposure: Collaborate with diverse colleagues in an international business environment.
• Work-Life Balance: We value work-life balance and offer flexible working arrangements.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us.

Location and job details: India, Mumbai India, Mumbai, 400079 Full time Day Shift (India) Created: 2026-10-23 Contract type: Standard Job Flexibility: Site Based Ref. R200499

Related jobs

Associate SAP Security Engineer - AI & Automation

Maersk Line - Software Engineering

Location: Bengaluru, India

Shift type: No Shift (India)

Job Type: Full time

Procurement/IRE Manager Japan

Maersk Line - Asset Acquisition & Management

Location: Tokyo, Japan

Shift type: No Shift (Japan)

Job Type: Full time

Sr. Cloud Engineer

Maersk Logistics & Services - Software Engineering

Location: Shanghai, China

Shift type: No Shift (China)

Job Type: Full time

Accounts Clerk - Elizabeth, NJ

Pilot - Operations

Location: New Jersey, United States of America

Job Type: Full time

Major Incident Manager

Maersk Line - Technology

Location: Bengaluru, India

Shift type: Rotating Shifts (India)

Job Type: Full time

Lead Software Engineer

Maersk Line - Software Engineering

Location: India

Shift type: No Shift (India)

Job Type: Full time

Ocean Customer

Experience

• Specialist

• Maersk Line, Limited - Commercial/Sales/Business Development

• Location: Navi Mumbai, India

• Shift type: Afternoon Shift (India)

• Job Type: Full time

• Warehouse Associate

• Senator - Operations

• Location: South Carolina, United States of America

• Shift type: Day Shift (United States of America)

• Job Type: Full time

• P53019970 Manager, Electrical Engineering

• Performance Team - Software Engineering

• Location: California, United States of America

• Shift type: Day Shift (United States of America)

• Job Type: Full time

• Dispatcher

• Pilot - Operations

• Location: Maryland, United States of America

• Shift type: Day Shift (United States of America)

• Job Type: Full time

• Warehouse Associate

• Senator - Operations

• Location: South Carolina, United States of America

• Shift type: Day Shift (United States of America)

• Job Type: Full time

• Assistente de Planejamento

• Transport and Logistics - Operations

• Location: Santa Catarina, Brazil

• Shift type: Afternoon Shift (Brazil)

• Job Type: Full time

• Dispatcher - Curtis Bay, MD.

• Pilot - Operations

• Location: Curtis Bay, United States of America

• Shift type: Afternoon Shift (United States of America)

• Job Type: Full time

• Lead Logistics Customer Experience & Operations Specialist

• Maersk Line - Operations

• Location: Chennai, India

• Shift type: Night Shift (India)

• Job Type: Full time

• People Operations - Sr. Advisor

• Maersk Line - People

• Location: Chennai, India

• Shift type: Rotating Shifts (India)

• Job Type: Full time

• People Operations Advisor

• Performance Team - People

• Location: California, United States of America

• Job Type: Full time

• Class A Driver

• Performance Team - Operations

• Location: New Jersey, United States of America

• Shift type: Night Shift (United States of America)

• Job Type: Full time

• Operation Supervisor

• APM Terminals - Operations

• Location: Gothenburg, Sweden

• Shift type: Rotating Shifts (Sweden)

• Job Type: Full time

• Lead Logistics Customer Experience & Operations Specialist

• Maersk Line - Operations

• Location: Chennai, India

• Shift type: Day Shift (India)

• Job Type: Full time

• RTG supervisor

• APM Terminals - Asset Acquisition & Management

• Location: Rivers, Nigeria

• Shift type: Rotating Shifts (Nigeria)

• Job Type: Full time

• Warehouse Coordinator

• Senator - Air Freight

• Location: South Carolina, United States of America

• Shift type: Day Shift (United States of America)

• Job Type: Full time

• Customer