CX Consultant
Core
Lead and coordinate end-to-end operational activities to deliver outstanding customer service, operational excellence, and sustainable business growth for assigned key customers in the logistics sector.
Role type
Senior Customer Experience Consultant (Logistics)
Builds
Logistics services including CHB, VAS, trucking, and warehousing solutions
Domain
Global Trade, Logistics, Supply Chain
Deliverable
client delivery
Required skills
Stakeholder management, Customer relationship management, Operational coordination, Profitability analysis, Invoice management, Dispute resolution, Voice of Customer analysis, Upselling/Cross-selling, System data management, INCOTERMS knowledge
Preferred skills
Strategic thinking, Business acumen, Root-cause problem solving, Proactive communication, Risk mitigation, NPS improvement focus
Technologies
Excel, Operational reporting systems, Customer communication channels (Email, WhatsApp)
Responsibilities
Manage assigned customer accounts and ensure seamless execution of logistics services; Monitor job-level profitability and track P&L performance; Resolve customer queries, complaints, and disputes with a focus on retention; Coordinate CHB, VAS, trucking, and warehousing services; Capture Voice of Customer feedback and translate insights into process improvements; Maintain accurate system updates and ensure timely dispatch of invoices; Identify and pursue upselling and cross-selling opportunities.
Seniority
Mid-Senior, hands-on IC
