Customer Experience Consultant
Core
Deliver customer satisfaction solutions and manage key account relationships for logistics and freight forwarding services.
Role type
Customer Experience Consultant (Logistics)
Builds
Customer service performance, upsell opportunities, and operational efficiency for L&S customers.
Domain
Logistics / Supply Chain Management
Deliverable
client delivery
Required skills
Contract and charge structure analysis, exception management, proactive communication, cross-sell/up-sell execution, performance monitoring and reporting, stakeholder coordination, volume and profit analysis.
Preferred skills
Supply Chain Management (SCM) product knowledge, Mandarin/Chinese language proficiency.
Technologies
None explicitly stated.
Responsibilities
Deliver customer satisfaction solutions; manage Key Customer Experience Drivers (timely document delivery, proactive communication, exception management, claim support); analyze contracts and charge structures to ensure delivery promises and identify upsell opportunities; monitor booking execution with vendors/shippers; send timely quotations and feedback; monitor query resolution responsiveness; drive cross-sell/up-sell and customer retention; report on service delivery wins/failures; establish customer relationships with the CPM and Commercial teams; monitor volume growth, CFS ratio, and gross profit; proactively identify operational problems and propose solutions; conduct monthly reviews of customer service performance and KPIs with key account managers.
Seniority
Entry-level to Mid-level, hands-on IC.