Customer Service Agent - Lead Logistics (SCM)

Key Responsibilities

• Coordination with internal and external stakeholders to achieve required delivery to customers with professional pro-active manner.
• Collaborate with vendors/shippers/ Key Account Managers/ the ops team/GSC operation tower etc. for timely resolution of customer issues and queries.
• Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors. Engage in constructive problem resolution.
• Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction.
• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
• Take full responsibilities and end-to-end ownership of customer shipments and issues. Performed as per the agreed terms in Service Level Agreement – Timely & Accurate deliverables as defined in SOPs / IOPs.
• Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI’s) & Global Operation Index (GOI)
• Monitor and help improve the end customer KPIs resulting in customer delight.
• Performed process component needed for SCM,
• Purchase Order & Booking Management
• Vendor Management
• Carrier Management
• Cargo Planning & Consolidation / Receiving etc.
• Accurate and timely reporting requested.

We are looking for

• Positive attitude.
• Supply Chain Management or Freight Forwarding Experience.
• Good communication & interpersonal skill and should be able to build good working relationship.
• Good command of spoken and written English.
• Good working knowledge of MS Office products including Word, Excel and PowerPoint.
• Highly result oriented & attention to detail, ready to take challenges/collaborate with cross functional teams and able to work under pressure and meet tight deadlines.
• Ability to converse with people of all levels and is well organized, efficient and effective
• Capacity to handle change, stay open to different ideas and support for positive change
• Understand work in an agile manner, High analytical / problem-solving skills