Lead logistics Customer Experience and Operations Specialist
Core
Execute end-to-end supply chain operations including shipment tracking, milestone updates, exception handling, and customer communication to drive customer experience.
Role type
Lead logistics Customer Experience and Operations Specialist
Builds
Shipment visibility reports, milestone trackers, KPI dashboards, and operational documentation for 3PL/4PL and DCM workflows.
Domain
Logistics / Supply Chain Management / Freight Forwarding
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
3PL/4PL operational workflows, shipment lifecycle management, exception handling, stakeholder email communication, MS Excel, KPI tracking, SOP/IOP maintenance, RCA preparation, automation testing support
Preferred skills
DCM/destination management knowledge, Power BI, Power Automate, AI tools exposure
Technologies
Excel, Power BI, Power Automate
Responsibilities
Execute end-to-end SCM operational activities including shipment tracking, milestone updates, reporting, validation and exception handling; Support 3PL and 4PL operational workflows including vendor coordination, customer updates, visibility reporting and operational follow-ups; Support DCM-related activities including container visibility, destination milestone monitoring, demurrage/detention input tracking, reporting and customer/status updates; Ensure accuracy and timeliness of daily, weekly and monthly deliverables including PO trackers, milestone reports, KPI reports and customer updates; Handle customer, CX, vendor and internal stakeholder queries through structured and professional email communication; Track operational KPIs such as timeliness, accuracy, productivity, SLA adherence and quality of output; Support RCA preparation for process deviations, missed SLA, reporting errors and customer escalations; Assist in automation and AI initiatives by preparing input files, validating outputs, testing automation results and providing process feedback; Maintain SOPs, IOPs, trackers and process documentation to ensure consistency, compliance and business continuity
Seniority
Mid-Senior, hands-on IC