Customer Experience Consultant
Core
Resolve complex customer issues regarding cargo release, demurrage, detention, and rail storage inquiries while ensuring compliance with legal and financial requirements.
Role type
Senior Customer Experience Consultant (Logistics)
Builds
Timely cargo release processes and compliant billing procedures for import shipments
Domain
Global shipping and logistics
Deliverable
client delivery
Required skills
complex problem investigation, stakeholder engagement, process compliance, database utilization, SLA management, root cause analysis, continuous improvement
Preferred skills
knowledge of rail/CY/terminal operations, revenue impact analysis, Lean Operating Model application
Technologies
Salesforce, Case Management systems
Responsibilities
Manage end-to-end customer experience in compliance with company procedures; Facilitate timely resolution of customer issues by engaging internal and external stakeholders; Execute cargo release requests ensuring all legal and financial requirements are met; Research and apply service contact free time terms and rates; Liaise with customers, third-party terminals, rail, and CYs on process changes; Monitor service levels and identify root causes for missed targets; Drive continuous improvement to reduce waste and drive efficiencies.
Seniority
Senior, hands-on IC