Customer Experience Partner

Position Summary:

SCM Customer Experience Partner

Key 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.
• 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.
• 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.
• 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.
• 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.
• 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.
  

Qualifications & Experience:

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or related field.
• 3–6 years of experience in customer service or operations within supply chain or logistics.
• Experience managing key accounts or global customers preferred.
• Strong command of English (both written and verbal).
  

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