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APM Terminals
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Customer Experience Partner - SCM

Customer Experience Partner - SCM

APM Terminals

11 - 14 years

8 - 9 Lacs

mumbai

Posted:1 day ago| Platform:

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Skills Required

procurement order management supply chain data analysis performance management process improvement analytical billing customer relationship scm

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

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.

Key Performance Indicators (KPIs):

On-Time Delivery (OTD) adherence
Customer satisfaction.
Operational accuracy (order management, shipment planning, documentation, and delivery execution, billing, visibility)
Issue resolution time
Process compliance and continuous improvement initiatives

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