Mô tả công việc
Lead Logistics Customer Experience & Operations Specialist
The Lead Logistics Customer Experience & Operations Specialist is responsible for:
- Primary point of contact for stakeholders for daily operations activities.
- Execute, manage and monitor the overall flow of an end‑to‑end shipment.
- Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.
- Coordinate with various stakeholders in shipment process handling.
- Query Resolution with shippers/Customers/other stakeholders, timely resolution and response to customers.
- Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
- Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
- Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
- Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.
- Respond to all enquiries in a timely and accurate manner & elevate difficulty as defined in SOPs / IOPs.
- Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.
- Record and report the performance that help provide suitable recommendations on: Service delivery wins + Service failures.
- Establish and strengthen customer relationships.
- Comply to specific customer SOP and monitor respective KPIs.
- Execute reports or other tasks assigned by Team Leader/Manager.
Required experience & skills
- Minimum 1‑3 years of experience with logistics.
- Good knowledge of and experience with Customer Service Agent and Supply Chain Management operations, from both origin and destination.
- Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.
- Stakeholder management skills and relationship building.
- Passion to drive closures & high‑level customer service orientation – Customer Centricity.
- Result orientation.
- Well‑organized when working under pressure.
- Team player – Works together with others in the business unit to achieve results, fosters teamwork.
- Good understanding of operational processes.
- Drives issues to closure, persists despite obstacles and opposition.
- Positive and proactive attitude.