The role serves as the primary escalation point for CS agents regarding operations issues and customer complaints while acting as a key relationship builder
Job Summary
The role serves as the primary escalation point for CS agents regarding operations issues and customer complaints while acting as a key relationship builder.
Responsibilities include leading CS teams to meet critical drivers such as timely document delivery, proactive notifications, and efficient claim handling aligned with client SLAs.
The position requires managing the entire shipment process from origin to destination, ensuring data integrity, and driving revenue through cross-selling and customer retention strategies.
Matching Summary
The role serves as the primary escalation point for CS agents regarding operations issues and customer complaints while acting as a key relationship builder.
Skills & Requirements
Must-have
Leadership experience in logistics
4PL or Supply Chain Management knowledge
End-to-end shipment process management
Customer relationship building skills
SLA adherence and performance monitoring
Cross-functional stakeholder coordination
Nice-to-have
Experience with multiple geographies
Strong conceptual problem-solving abilities
Flair for processes and systems
Ability to translate technical knowledge
Ambition to support specialist networks
Key Requirements
Substantial leadership experience
Extensive operational knowledge in Logistics
Experience with 4PL products or 2PL/3PL management
Proficient English communication skills
Experience setting up 4PL applications and systems