Owns and manages the customer experience. Has responsibility for end-to-
end customer experience within the assigned scope in SCM, in compliance
with relevant company procedures and agreements with customer.
We offer
This position is expected to build relation with customers and delivering according to the commercial and operational targets defined by the Team Leader.
The incumbent is also responsible for the polite communication of informed product specifications and premier customer service.
Key responsibilities
Consignees
Deliver as per SOP
Customer service
Exception management
Shippers
Coordinating day to day contract
Customer assistance
Ensure all booking FCR / CLR /are done using portal
Operational coordination
Assisting in accounts receivables (coordinated with OTC)
Other Responsibilities
Improve process and productivity
Documentation and its dispatch
Telephone etiquette
Thorough system knowledge
Live our values
Key Performance Indicator
Operations Objectives
a) Booking Timelines
b) Timely Approvals
c) Shorter dwell time of cargo & faster stuffing
e) BL release (as per Client requirement)
f) Document Dispatch (as per Client requirement)
g) CS Timelines
h) Operational Stability & back-up planning
j) having checks & balances for all processes
Commercial Objectives
a) Sell LSS & Trucking
c) Accommodating Shippers & consignee requests wherever possible
Outstanding DSO Collection
We are looking for
Education:
Bachelor's degree or equivalent in business or related field
Experience:
Experience in handling SCM / FF customer
Language:
The position requires excellent English in written and verbal communication skills
Others:
Proactive, Self-Starter who can work alone and extend support to colleagues
Good problem-solving skills with the ability to anticipate and resolve problems
Ability to spot opportunities and provide inputs to sales team.
Assertive with a professional attitude
Strong people management skills