Customer Experience Consultant
Core
Deliver exceptional service and ensure smooth execution of the end-to-end shipment lifecycle for customers in the logistics industry.
Role type
Customer Experience Consultant (Logistics)
Builds
Reliable and consistent service delivery at scale for assigned customers
Domain
Logistics / Ocean transport
Deliverable
client delivery
Required skills
Problem-solving, Stakeholder management, Upselling and cross-selling, Contract fulfillment management, Exception handling, Digital adoption promotion
Preferred skills
Experience in Logistics/Ocean transport
Technologies
Digital platforms, IOP/SOP frameworks
Responsibilities
Onboard new customers on standard processes and digital platforms; Serve as the primary point of contact for assigned customers; Execute transactional activities based on agreed IOP and SOP; Orchestrate the end-to-end shipment cycle through cross-functional collaboration; Address pre-defined exceptions independently; Drive continuous improvement to improve efficiency; Perform upselling and cross-selling; Reinforce contract fulfillment through regular check-ins.
Seniority
Individual Contributor
