Customer Experience Consultant

Location: Comfortable working on-site at the customers premises in Chakan, Pune.

Key Responsibilities:

Customer Relationship Management:

• Serve as the on-site representative, fostering strong and lasting relationships with all stakeholders within the customers organization.
• Ensure timely resolution of customer issues and queries, minimizing escalations.
• Establish a relationship-driven approach to customer service, enhancing overall satisfaction.

Logistics & Operations Coordination:

• Work closely with the customer and their overseas offices to manage shipment prioritization matrices and carrier allocation effectively.
• Collaborate with customer plants, 3PL partners (CHAs, transport operators, carriers) to ensure seamless logistics planning and execution.
• Oversee and coordinate the export process across various transport modes (ocean, transport) from cargo readiness to Bill of Lading (BL) release and shipment tracking.
• Manage the material/container pickup process in coordination with transport providers and CHAs for customs clearance.

Documentation & Compliance:

• Prepare export-related documents such as Shipping Instructions (SI), Bills of Lading (BL), document pouches, and pre-alerts for destination offices.
• Obtain necessary exceptional cost approvals from the plant team as required.
• Ensure compliance with all export regulations and customer-specific requirements.

Reporting & Process Optimization:

• Maintain Daily Status Reports (DSRs) and other operational reports to ensure data accuracy and transparency.
• Work with internal teams to drive an ownership mindset and achieve top-quartile results in customer experience.
• Continuously identify and implement process improvements to enhance efficiency and reduce costs.

Qualifications & Skills:

• Experience: 3-5 years in logistics, export coordination, or customer service in a similar industry.
• Education: Bachelor's degree in Supply Chain, Logistics, Business Administration, or a related field preferred.
• Skills:
• Strong stakeholder management and relationship-building abilities.
• Excellent problem-solving and decision-making skills.
• Hands-on experience in export documentation and international logistics.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and logistics management systems.
• Preferred Knowledge of SAP and OTM system
• Ability to work independently and prioritize tasks in a fast-paced environment.