SCM Customer Service Agent
Core
Manage end-to-end shipment processes and resolve customer issues to ensure best-in-class service for key accounts.
Role type
Senior Customer Service Agent (Supply Chain)
Builds
Customer service operations and shipment execution for global trade clients
Domain
Logistics / Ocean Freight / Freight Forwarding
Deliverable
client delivery
Required skills
End-to-end shipment management, case management, contract and dispute management, stakeholder management, exception management, SOP/IOP review, data quality management, proactive customer follow-up, KPI achievement
Preferred skills
Excel automation, PowerBI
Technologies
Excel, PowerBI
Responsibilities
Manage end-to-end shipment process in compliance with company procedures; Own and resolve all customer issues by engaging internal stakeholders; Act as primary point of contact for key customers to ensure smooth logistics lifecycle execution; Respond to enquiries timely and accurately; Manage customer onboarding and relationships; Handle contract and dispute management; Review and update Standard Operating Procedures (SOPs) and Information Operating Procedures (IOPs); Achieve defined KPIs.
Seniority
Mid-level, independent contributor
