Customer Experience Partner

Location

Mumbai | India

Job description

• Consignees
• Deliver as per SOP
• Reporting to destination / origin using MIS
• Customer service
• Exception management
• Shippers
• Coordinating day to day contract
• Customer assistance
• Ensure all booking FCR / CLR /are done using Shipper portal
• Operational coordination
• Assisting in accounts receivables (coordinated with OTC)
• Timely and correct MODS update (as per procedure with GSC)
• Other Responsibilities
• Improve process and productivity
• Documentation and its dispatch
• Telephone etiquette
• Thorough system knowledge
• Live our values
• Key Performance Indicator
• Operations Objectives

Booking Timelines Timely Approvals
Shorter dwell time of cargo & faster stuffing ASN (where applicable)
BL release (as per Client requirement)
Document Dispatch (as per Client requirement) CS Timelines
Operational Stability & back-up planning DQ Monitoring having checks & balances for all processes
• Commercial Objectives

Sell LSS & Trucking
Adhoc Charges (Late bookings / manifests / cargo receiving / FCR Release / warehousing)
Accommodating Shippers & consignee requests wherever possible
• Outstanding DSO Collection
• Invoicing on ETD
• Education:
• Bachelor's degree or equivalent in business or related field
• Experience:
• Minimum 2 year of 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

Job tags

Salary