Customer Services and Operation Specialist

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.
Key Responsibilities:
• Primary point of contact for stakeholders for daily operations activities.
• Execute, manage and monitor the end-to-end shipment process from booking to documentation on behalf of customer supply chain operation department.
• Orchestrator the overall flow of an end-to-end shipment.
• Provide value creation to the customers through effective business solutions by having good business knowledge, process understanding and customer-centric approach.
• Maintain effective communication with clients, carriers, suppliers, and internal stakeholders to ensure smooth logistics operations and timely resolution of issues.
• Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins and/or Service failures, providing insights and recommendations for enhancing operational efficiency.
• Responsible for cross sell/up sell, customer retention.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.
• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.
• Maintain effective and proactive communication - by regularly participating in conference calls with the clients to enable seamless process flow.
• Work with the Key Client Managers / Commercial team to establish and strengthen customer relationship.
• Comply with specific customer SOP and monitor respective Key Performance Indicator/s.
• Execute reports or other tasks assigned by Team Leader/Manager.