Job Description

The Operations Coordinator is responsible for processing shipments, tracking and tracing, and communicating with customers and other departments.

Responsibilities

Enhance customer relationships by identifying areas for improvement in the overall customer experience

Develop and maintain relationships with cross-functional departments, as well as carriers, vendors, and other service providers

Communicate with customers in person and/or through calls, emails, digital platforms and ticketing systems

Process shipping requests, generate internationally-compliant documents and manage shipment exceptions according to SLA

Tracking & monitoring inbound/outbound shipments ensuring to meet KPIs and OKRs as agreed to with the client

Coordinate and collaborate with multiple parties including customer stakeholders, warehouses, carriers, service providers and onsite team members to resolve any issues that may arise and escalate as necessary

Maintain knowledge of customer and company policies on all aspects of product movement

Identify and suggest corrective actions for ongoing incidents, delivery issues, opportunities and SOPs

Identify and articulate process improvement ideas to support operations

Create documented process for customers when requested - SOP/SWI creation

Support the implementation of company's culture within the team

Work towards individual and department Key Performance Indicators (KPIs)

Stay up to date with the best practices in supply chain, techniques and best practices and proactively apply new knowledge to improve processes

Meets company standards of 52 hours training per year per employee.

Attend training classes when required.

Complete mandatory training when required.

Should be able to work in 8:00PM IST- 5:00AM IST.

Qualifications

Bachelor's degree or equivalent working experience

1-2 years of experience in logistics and/or high volume customer service roles

Fluent in English; excellent written and oral communication skills

Excellent customer service skills

Strong organizational, communication and problem-solving skills

Self-starter with the ability to triage and prioritize tasks in a fast-paced environment

Analytical mindset with the ability to interpret data and make informed decisions

Possesses a positive, can-do attitude

Strong knowledge of Microsoft Office, Google Workspace

Additional Information

All your information will be kept confidential according to EEO guidelines.