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Customer Experience Agent/AssociateMaersk · India, Mumbai, 400079
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Maersk

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Customer Experience Agent/Associate

🗓️ Posted 2026-10-16 India, Mumbai, 400079 Full-time Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market ₹25,000–₹40,000/mo

About the Company

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.

Responsibilities

  • ● 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. Key Skills & Competencies:
  • ● Strong understanding of end-to-end supply chain and logistics operations (Ocean, Air, Road, Warehousing, Customs).
  • ● Excellent communication and stakeholder management skills.