Process expert/Sr. Process Expert/Specialist
Core
Manage the full customer experience and end-to-end shipment cycle to ensure cargo is transported according to the transport plan promised to the customer.
Role type
Senior Customer Experience Specialist (Logistics)
Builds
End-to-end shipment lifecycle and high-quality service levels for customers
Domain
Logistics / Shipping
Deliverable
client delivery
Required skills
Shipping experience, customer service, stakeholder engagement, proactive problem solving, root cause analysis, relationship building, commercial awareness, multi-system management
Preferred skills
Voice experience, handling inbound calls/emails/chat, rigorous logic, high performance KPIs, diplomacy
Responsibilities
Own customer issues and engage stakeholders to facilitate solutions; track shipments and notify customers of deviations; address root causes to improve service; act as primary contact to build relationships and grow business; reduce service recovery needs by anticipating problems.
Seniority
Senior, hands-on IC