To provide customer service support for key accounts (telecom product), proactively coordinate with different parties including nominated 3PL / brokers & customer’s internal stakeholders to achieve the end goal of operational excellence. The person acts as the bridge between the customer and operations team’s activities. 

Operations

·        To manage the shipments once the orders are placed by the customer through their internal portal within the specified timeline.

·        Preparing the documents for in and out movement

·        Booking space with carriers based on the client requirements.

·        Co-ordinating with the clients 3PL provider for document/ other order requirements

·        Providing SOP to the operations team once the booking/ documentation is completed for final execution of shipment.

·        Provide billing instructions to the operations team.

Customer Service

• Monitor the client’s orders and provide timely updates of the shipments to the customer
• To manage and upload documents on the client portal as the shipment is executed
• To maintain and update the trackers requested by the client
• Ensure the overall process is being adheapply-d strictly by related parties (warehouse, planner, 3PL), any exceptions to be escalated in a timely manner
• To prepare invoices on the client’s portal within the KPI set by the client.
• Follow up to ensure relevant department of customer processes the invoices in timely manner and resolve issues if any.
• Meets the clients on quarterly basis to discuss the KPI and overall work process.

Interact regularly with customers to understand and respond to their needs and get feedback on the service provided.

Job Details

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