SCM Customer Service Agent
Core
End-to-end shipment process management and customer issue resolution for Ocean Freight/Forwarding clients.
Role type
Customer Experience Agent (SCM)
Builds
Smooth execution of the end-to-end logistics lifecycle for key customers.
Domain
Global Trade & Logistics (Ocean Freight)
Deliverable
client delivery
Required skills
End-to-end shipment management, Customer issue resolution, Contract and dispute management, Case management, Customer onboarding, Stakeholder management, SOP/IOP review, Data quality management, KPI achievement
Preferred skills
Excel automation, PowerBI, Problem-solving, Customer centricity
Technologies
Excel, PowerBI
Responsibilities
Manage end-to-end shipment process in compliance with company procedures; Facilitate timely resolution of customer issues by engaging internal stakeholders; Act as primary point of contact for key customers; Manage customer onboarding and relationships; Handle contract and dispute management; Respond to enquiries timely and accurately; Monitor and update SOPs/IOPs; Proactively follow up on shipment issues; Achieve KPIs.
Seniority
Mid-level, individual contributor
