Job Description

Operational Excellence

• Develop and enhance operational processes to ensure consistent volume growth.
• Procure and utilize optimal airline capacity.
• Take charge of warehouse operations, ensuring seamless coordination between the warehouse and gateway.
• Manage end-to-end shipment processes from pick-up to delivery, ensuring accurate file execution, timely invoicing, and dispatch as per SOP.
• Follow CW1 Best Practices, including milestone updating and effective utilization of CW1 tools.
• Accurately book costs and revenue, maintaining operational hygiene for a healthy P & L.
• Be Proactive and Ensure Timestamp for Completeness & Timeliness
• Handle carrier engagement to design solutions, improve profitability, and skillfully address claims, disputes, and customer complaints.
• Manage Complaints, Claims, Compliments - be responsive and available.
• Taking complete responsibility for independently managing customer accounts, guided by both supervisor and manager, following the 'one file, one operator' approach.
• Drive the implementation of sustainable environmental practices within the air freight operations, contributing to corporate social responsibility goals.

Stakeholder Management

• Manage customer relationships and address grievances.
• Oversee overall billing quality and timeliness.
• Oversee end to end process for a specific set of customers from booking to delivery.
• Manage relationships with multiple carriers, vendors, customs brokers, and network partners.

Customer and Network Support

• Register complaints related to all export shipments.
• Execute and support day-to-day export operations deliverables.
• Reconcile and resolve network issues.
• Communicate frequently with sales and support functions.

Must Have

• Bachelors degree
• 2-3 years of experience in the logistics, transport, airline or BPO industry for Executive/ Sr. Executive.
• 3-4 years experience in the logistics, transport, airline or BPO industry for AM/DM.
• Basic problem-solving skills to address common challenges.
• Proficient in Email writing and verbal communication with internal and external coordination