Process Expert

Key Responsibilities:

• Primary point of contact for stakeholders for daily operations activities.

• Execute, manage and monitor the end-to-end shipment process on behalf of customer supply chain operation department.

• Orchestrator the overall flow of an end-to-end shipment.

• Provide value creation to the customers through effective business solutions by having good business knowledge, process understanding and customer-centric approach.

• Maintain effective communication with clients, carriers, suppliers, and internal stakeholders to ensure smooth logistics operations and timely resolution of issues.

• Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins and/or Service failures, providing insights and recommendations for enhancing operational efficiency.

• Responsible for cross sell/up sell, customer retention.

• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.

• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.

• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.

• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.

• Work with the Key Client Managers / Commercial team to establish and strengthen customer relationship.

• Comply to specific customer SOP and monitor respective Key Performance Indicator/s.

• Execute reports or other tasks assigned by Team Leader/Manager.

• Ideally someone who has at least 1-3 years experience in Global Forwarder/ Logistics service company.

• Bachelor's Degree - preferred major or minor in Logistics and Supply Chain Management.

• With strong knowledge and experience in BL, SI VGM, ISF, AMS, LCL, FCL, MS Offices (i.e., MS Excel).

• Passion to drive closures & high-level customer service orientation – Customer Centricity.

• Willingness to learn and develop.

• Excellent in both oral and written communication skills, with the ability to communicate confidently for coordination with stakeholders.

• Detail oriented, well-organized and able to work under pressure.

• Team player with a positive and proactive attitude.

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.