Responsibilities
Customer Operations & Senior Case Management
• Act as the senior point of contact for assigned customers across warehouse and multimodal transport operations
• Coordinate end to end order execution from origin to final delivery, including customs clearance, warehousing, air, road, and maritime transport
• Manage complex customer cases, escalations, and service exceptions
• Ensure service delivery is aligned with SLAs, SOPs, and contractual commitments

Warehouse & Logistics Coordination
• Coordinate inbound, storage, handling, picking, packing, and outbound warehouse activities
• Ensure inventory accuracy, documentation compliance, and adherence to handling requirements
• Support customers with stock visibility, aging reports, and warehouse performance KPIs
Transport & Freight Management
• Follow up on bookings, departures, arrivals, customs clearance, and final delivery
• Coordinate with carriers, trucking partners, airlines, shipping lines, and agents
• Validate transport documentation (BL, AWB, CMR, invoices, packing lists, etc.)
• Ensure compliance with customs, trade, and regulatory requirements
Customer Communication & Performance
• Provide proactive, accurate, and timely communication to customers
• Support MBRs, QBRs, performance reviews, and customer meetings
• Act as a customer advocate internally, ensuring issues are addressed at root cause level
• Support junior CX agents through guidance, coaching, and knowledge sharing

Continuous Improvement & Quality
• Monitor and analyse service KPIs (OTIF, lead time, claims, customer satisfaction)
• Identify recurring issues and drive corrective and preventive actions
• Contribute to process improvements, standardisation, and digital initiatives
• Support best practice implementation across customer experience operations
Billing & Documentation Support
• Ensure accuracy and timeliness of billing triggers
• Support resolution of complex billing disputes
• Maintain high standards of documentation accuracy and system updates

Job requirements
• A Bachelor’s degree in Logistics, Supply Chain, Business, or a related field
• 3-5 years’ experience in customer experience, logistics operations, freight forwarding, or supply chain environments
• Strong knowledge of warehouse operations and multimodal transport (air, road, maritime)
• Good understanding of international trade and shipping documentation
• Proven experience handling customer escalations and complex cases
• Strong stakeholder management and communication skills
• Ability to work in a fast paced, KPI driven environment
• Strong problem solving, prioritisation, and decision making capability
• Comfort working with standardised processes, systems, and digital tools