Lead Logistics Customer Experience & Operations - Reverse Logistics

About the Company

A.P. Moller - Maersk is a global integrated container logistics firm and member of the A.P. Moller Group, operating in 130 countries with a workforce over 80,000. The company is committed to streamlining trade and enabling global commerce through end-to-end supply chain solutions, from agricultural goods to retail products.

Job Summary

The role involves managing day-to-day air reverse logistics activities within a 4PL environment. The Specialist will ensure precise, timely, and customer-oriented operations across shipment tracking, reporting, milestone monitoring, exception management, and KPI support. The position demands strong execution discipline, exceptional attention to detail, effective email communication with customers, and the ability to work in a fast-paced, deadline-driven setting.

Key Responsibilities

• Manage and execute end-to-end supply chain operations including shipment tracking, milestone updating, reporting, validation, and handling exceptions.
• Coordinate operational workflows with 3PL and 4PL vendors, provide customer updates, visibility reporting, and follow up on operations.
• Support destination container management activities such as container visibility, tracking destination milestones, demurrage/detention inputs, reporting, and customer communication where relevant.
• Ensure accuracy and timely delivery of daily, weekly, and monthly reports including PO trackers, milestone and KPI reports, and customer communications.
• Respond to queries from customers, customer experience teams, vendors, and internal stakeholders with structured and professional email communication.
• Maintain a high standard of communication through timely responses, clear follow-ups, and proper escalation of issues.
• Monitor operational KPIs such as timeliness, accuracy, productivity, SLA compliance, and quality of output.
• Assist in preparing root cause analysis for process deviations, missed SLAs, reporting inaccuracies, and customer escalations.
• Maintain Standard Operating Procedures (SOPs), Instructions of Procedures (IOPs), trackers, Excel reports, and process documentation to ensure consistency, compliance, and continuity.
• Engage in training, cross-skilling, and knowledge sharing to enhance team resilience and backup preparedness.
• Perform additional operational tasks assigned by the Team Leader or Manager based on business priorities.

Work Schedule

The role operates on a shift basis from 6 PM to 3 AM, which may rotate depending on business needs.

Qualifications & Experience

• Graduate with 3 to 5 years of relevant experience in Returns and Reverse Logistics, Freight and Transportation Coordination (preferably air freight), and Warehouse Inventory Management.
• Monitor return cycle times, inventory accuracy, and shipment status effectively.
• Provide operational updates to supply chain, warehouse, and customer teams.
• Lead continuous improvement initiatives within reverse logistics processes.
• Exhibit strong written communication skills for professional customer and stakeholder email handling.
• Possess solid skills in Microsoft Excel; familiarity with macros, Power BI, Power Automate, AI tools, or reporting automation is advantageous.
• Demonstrate keen attention to detail, strong ownership mindset, effective time management, and ability to handle pressure in a rotational shift environment.

Technical and Business Expertise

• Reverse Logistics & Returns: In-depth understanding of RMA processing, including customer and defective returns, repair workflows, and restocking operations.
• Air Freight & Transportation: Experience with air freight documentation, airway bill tracking, coordination with carriers such as UPS, FedEx, DHL, and knowledge of customs procedures.
• Warehouse Inventory Management: Skills in inventory reconciliation, stock movement tracking, warehouse operations, and maintaining inventory accuracy.
• SAP and System Proficiency: Practical experience with SAP transactions covering Customer Invoices, Delivery Notes, Goods Receipts, Goods Issues, Return Orders, Stock Transfers, and inventory updates.
• Operational Coordination: Ability to manage shipment exceptions, liaise with stakeholders, and monitor operational performance metrics and KPIs.
• Customer Communication: Expertise in crafting clear, timely, and professional email communications, particularly with U.S.-based clients.
• Reporting: Capability to prepare, validate, and maintain detailed operational and KPI reports in Excel, with preferred knowledge of macros creation.