CX Agent - Lead Logistics
Core
Lead Logistics CX Agent coordinating end-to-end customer shipments, resolving issues, and managing vendor/carrier relationships to ensure timely and accurate delivery.
Role type
Senior Customer Experience Agent (Logistics)
Builds
Customer shipment delivery and issue resolution
Domain
Global logistics and supply chain
Deliverable
client delivery
Required skills
Supply chain management, freight forwarding, stakeholder coordination, vendor management, carrier management, cargo planning, customs clearance, transportation management, process adherence, KPI monitoring
Preferred skills
MS Office proficiency, agile work methods, analytical problem-solving, change management
Responsibilities
Coordinate with internal/external stakeholders for customer delivery; Collaborate with vendors/shippers/ops teams for issue resolution; Maintain customer-centric approach to prevent errors; Prioritize tasks based on business criticality; Establish customer relationships with KAMs/Commercial team; Adhere to SOPs/IOPs; Own end-to-end customer shipments and SLA deliverables; Monitor and improve end customer KPIs; Execute purchase order, booking, vendor, carrier, cargo planning, customs clearance, and transportation management activities; Provide accurate and timely reporting.
Seniority
Senior, hands-on IC
