Customer Experience & Logistics Manager – 3PL/4PL

Key Responsibilities: 

Leading and managing the CX teams to focus on the key Customer Service Drivers: 

• Easy to Do Business with 

• Timely Delivery of Documents 

• Pro-Active Notification 

• Exception Management 

• Efficient claim handling 

Ensure service delivery alignment with agreed client SLA’s. 

• Ensure that the CS teams adhere to service standards for: 

• Coordinating relevant stakeholders to perform LnS shipment process. 

• Resolving issues/query from relevant stakeholders. 

• Responding to customer enquiries. 

• Monitor data integrity of systems. 

• Responsible for cross sell/up sell, customer retention. 

• Follow up on Outstanding payments. 

• Implementation of new customers into the CX and COE; ensure proper SOPs/IOPs are established and managed through any related hyper-care. 

• Record and report the performance of the designated set of Customers that help provide suitable recommendations on: Service delivery wins/Service failures. 

• Work with the Product/Commercial/Delivery team to establish and strengthen customer relationships. 

We Are Looking For

• Talent with a few years of experience in leadership role. 

• Have substantial years of operational knowledge and customer service in Logistics and Supply Chain, preferably 2PL/3PL management or 4PL product position. 

• Good knowledge of and experience with 2PL/3PL or CHB and Delivery operations, from both origin and destination. 

• Having worked in various geographies and/or having managed a scope spanning across multiple countries. 

• Strong conceptual abilities – able to translate complex issues into ideas and actions. •

• Flair for and interest in processes and systems. 

• Good communicator with ability to translate technical knowledge to both technical and non-technical people. 

• Ambition to support a specialist network. 

• Good English fluency