Customer Experience Agent

Key Responsibilities
-Manages end-to-end shipment process in compliance with relevant company procedures and agreements with the customer.
-Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class Customer Service
-You will be the primary point of contact for key customers, ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.
-Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
-Take ownership of the customer issues and solve in an urgent and responsible manner.
-Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.
-Focuses on high-quality data to set a high standard for all the assignments managed.
-Proactively follow up and keep customer informed of any issues or changes to their shipment.
-Regularly review and update SOP/IOPs.
-Identify and execute upselling opportunities.