Export Customer Experience Agent
Core
Own and manage the end-to-end customer experience for export shipments, ensuring cargo transport aligns with promised plans and proactively resolving deviations.
Role type
Export Customer Experience Agent (IC)
Builds
End-to-end shipment lifecycle execution and customer satisfaction outcomes
Domain
Global logistics and freight forwarding
Required skills
End-to-end shipment lifecycle management, customer relationship building, commercial intelligence, case management system proficiency, cloud telephony usage, deviation tracking and resolution, process improvement, stakeholder engagement
Preferred skills
Supply Chain Management experience, Operation Management experience, Logistics industry knowledge, Bachelor's degree in Logistics and Supply Chain Management
Technologies
Case Management, cloud telephony, CODS
Responsibilities
Act as primary point of contact and advocate for customers, build strong relationships to understand business drivers, ensure smooth execution of shipment lifecycle, proactively track shipments and notify of deviations, monitor and resolve customer issues, manage day-to-day process interactions, drive commercial intelligence to obtain more cargo, identify continuous improvement opportunities
Seniority
Mid-level, hands-on IC