Sr. Operations Executive/ Customer Service Representative- Mumbai (Andheri -E)

Job Description:

We are having an urgent opening for the position of Sr. Operations Executive/ Customer Service Representative for a reputed Company at the Mumbai(Andheri -E) location.

Reporting to the Branch Manager, the Operation Executive as Service Representative is to provide an effective and efficient customer service to all internal and external Company customers by utilizing excellent, in-depth knowledge of company products, policies and procedures and shipping methods and shipment terms.

KEY ACCOUNTABILITIES:

• Assist and communicate regularly with customers with inquiries. Receive and process customers’ orders in a timely and professional manner.
• Professionally and proactively update customers with shipment status; update overseas offices and customers about potential delays or unusual circumstances
• Ability to generate spot quote with carrier and good strength to further negotiation.
• Good command on cw1 for generation of digital shipment job and upload all event with supporting in E-docs
• Well aware operation task which need to capture in cw1 timely manner.
• Good control on AMS /ISF filing, SI submission on priority.
• Escalate potential issues and ensure corrective actions are taken in accordance with business guidelines and customer requirements
• Troubleshoot and resolve non-routine or complex issues / escalations with professionalism and in line with Company Service standard and requirement
• Facilitate business continuity by tracking and ensuring responses to related communications and representing the team in meetings
• Cooperate and liaise with other departments to solve customer’s request and inquiries
• Ensure data integrity by performing timely and accurate data entry
• Contribute to the achievement of department KPIs and service level delivery
• Inform customers about other available services to gain additional business. Follow up on potential business leads and opportunities
• Update internal parties with the most up-to-date Quotations / routing orders / SOPs

Professional Experience and Knowledge

• Minimum 5-7 years of experience in logistics / freight forwarding related industry preferred
• Proficient in Microsoft Office applications and other technical software
• Must aware all shipping line booking and SI submission process.
• Well aware CFS process and Odex process

 (knowledge, skills, education, experience, and abilities essential to perform this job)

Educations and Professional Qualification:

University graduate, preferably in logistics / business administration / marketing; or equivalent in business or related field

Key Attributes

• Analytical skills and data analysis required
• Strong problem solving skills
• Excellent written and verbal communication skills
• Ability to remain calm under pressure
• Customer facing experience preferred
• Skilled at managing and developing teams

Travel Required
Occasional travel is required

Job Hierarchy
  Potential promotion to Asst. Operation Manager  within Operation duty group