- Monitor and manage escalation tickets aiming for a 90% resolution SLA for tickets exceeding 2 days.
- Reduce invalid complaints by improving validation feedback loops to operations, contributing to a decrease in "fake/invalid CCFs".
- Oversee shipment aging, targeting 80% of open shipments (FWD/RT) to be cleared within 2 days, 90% within 3 days, and zero outstanding beyond 10 days.
- Ensure pre-dispatch appointment adherence, aiming for 98% compliance with complete documentation.
- Achieve 100% closure for missing documented items within 24 hours of identification.
- Reduce non-CCF open cases at the center level by 30%
- Willingness to travel and oversee nearby centers during stress/ sale periods.
What We're Looking For:
- Proven experience in operations, logistics, or client services, preferably within a role focused on process improvement and client satisfaction.
- Strong analytical skills with the ability to interpret data and identify areas for improvement.
- Excellent communication and interpersonal skills, capable of collaborating effectively with internal teams (operations, customer service, business development) and external clients.
- A proactive and problem-solving mindset, with a keen eye for detail.
- Ability to manage multiple priorities in a rapid-paced environment.
- Proficiency in using relevant software and tools for tracking and reporting.