As Lead Logistics Customer Experience Agent, you are responsible for a number of assigned Supply Chain (SCM) accounts, ensuring efficient shipment coordination and correct execution of the Service Level agreed with clients.
Your responsibilities:Professional and efficient coordination of the assigned SCM account(s).
Ensure KPI's, clients' SOP/IOP/SLA and company's procedures compliance, focusing always on a high customer service level.
Accomplish and monitor the time frame given by SCM clients at each shipment stage.
Maintain good relationships with External/Internal Customers and suppliers, living our company values.
Support Lead Logistics Team on the operational procedures' review as well as new accounts, procedures, and systems implementations.
Weekly report to Lead Logistics CX manager through the MOS presentation about account's performance.
Continuously strive to improve data quality, service levels, and productivity.
Support the identification of new business opportunities for the assigned accounts.
Monitor all open PO's as per client's SOP/IOP/SLA specifications.
Report any deviation to the operation as mapped in client's SOP/IOP/SLA. In case of export operation, check every booking sent by vendors and report discrepancies to client via e-mail or C&E tool.
Work closely with the origin offices to ensure client's SOP/IOP/SLA are followed including Data Quality.
Process all bookings: booked with the nominated carrier, confirm bookings during the next 24 hours after discrepancies have been resolved (if any).
Send shipping instructions to carrier on time as per the client's SOP/IOP/SLA, ensuring the information is sent correctly.
Check destination countries' regulations before shipments departure to avoid any penalties.
Perform any transmission needed (e.g. ASN, ISF, 315 message), send it on time and follow up on the correct reception.
Update all the shipment details in MODS as per client's SOP when every event takes place to give end-to-end visibility or send the information to the GSC for MODS updates and follow those updates.
Keep customers duly, on time, and correctly informed about shipment status throughout the whole process.
Use Connective Task Management (CTM) Tool to ensure shipments are being attended to properly.
Use Communication Cost Tool (CCT) to invoice cargoes on time avoiding Data Quality issues.
What we are looking for:At least 5 years in operations or customer service roles in International Transportation, Logistics, or Freight Forwarding (Desirable).
Bachelor's Degree in international commerce, Administration, Economy, Engineering, or related areas.
Advanced level of written and spoken English.
Knowledge of the freight forwarding business.
Planning and execution capabilities.
Analytical and problem-solving skills.
Positive, proactive, and persistent.
Responsible and organized.
Good communication skills.
Ability to work under pressure while maintaining quality focus.
Excellent stakeholder management.
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