Customer Service Owner

Job Role:

We are looking for someone who will successfully manage the Outbound FCL and LCL shipments for Cogoports Customers from India. We are looking for individuals who possess the relevant trade knowledge and expertise in order to complete the documentation, resolve key issues with our suppliers and deliver a stellar customer experience.

Responsibilities:

You would have following Roles and Responsibilities as a part of our Operations team:

• Shipment Execution: Managing shipments (or bookings) as per individual customers' SOPs and managing the shipment related documentation from the customers side. Managing all the documentation with the customer during the course of the FCL shipments such as Booking Notes, Shipping instructions, Draft Bill of Lading, Bill of Lading etc.
• Coordination with Customers appoint agents such as CHAs and transporters to ensure timely container pickups, gate-in and related documentation.
• Customer Retention and Customer Experience: Maintain frequent contact with the customers and ensure the retention of customers through best in the industry operational practices. Ensure the delivery of best experience to our Customers.
• Issue Resolution and Escalations: Work collaboratively with external and internal customers, resolving issues that may arise, providing proactive solutions and updates to the customers. It is vital to have a detailed understanding of the stakeholders involved so that issues can be raised as per the escalation SOPs.
• Billing and Finance: Coordinate with the Accounts team for invoice payment and matters related to recovery of outstanding from clients.
• Customer Satisfaction Score: Capture the Customer Satisfaction Score at the end of each shipment and act as the voice of the customer in case the changes are needed in the product, processes or practices.

Qualifications:

• Educational Background: Any graduate degree/ post graduate degree (Diploma in Logistics or any related discipline would be an advantage)
• Work Experience: At least 3 years of Documentation/Customer Service experience in freight forwarding or international FCL logistics is mandatory.
• Knowledge and certifications: Prior understanding of logistics, freight or supply chain industries and their capabilities is compulsory.
• Courier/Retail/Part-load/Warehousing experience will not be considered relevant for this role
• Skill-set: Excellent eye for details, stakeholder management. Strong communications and interpersonal skills, Process-orientation and business acumen

Cogoport is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and respected at work.