ESSENTIAL DUTIES & RESPONSIBILITIES:

Program & Project Leadership:

- Lead and support strategic programs and cross-functional initiatives that align with all inbound business objectives.
- Drive process improvement and service enhancement initiatives to increase operational efficiency, customer satisfaction and profitability.
- Track project milestones, identify and mitigate risks, and provide regular status updates to leadership.
- Develop and maintain documentation, workflows, standard operating procedures and playbooks to support consistency and scalability.

Performance Management & Reporting

- Monitor operational performance metrics, including internal and customer-facing KPI’s.
- Partner with analysts to develop dashboards, reports and performance insights that support data-driven decision- making.
- Identify opportunities for account growth, process optimization and continuous improvement.

Scope of Responsibility:

- Oversee customer support activities related to international shipments, collaboration with cross-functional teams across the region.
- Address and resolve customer service issues while ensuring alignment with business and operational objectives.

Team Collaboration:

- Collaborate closely with Operations, IT,



Product and Customer Service teams to enhance service quality and customer experience.
- Provide feedback to account managers regarding recurring service challenges, customer concerns and improvement opportunities.
- Continuously strengthen customer service practices, issue resolution strategies and process improvement initiatives.
- Support and lead special projects as assigned to meet evolving business needs.

Other Skills/ Abilities:

- Excellent organizational skills
- Excellent written and verbal skills, including presentation skills
- Strong computer skills including Microsoft Office suite
- Detail oriented, able to multitask and meet deadlines
- Self-motivated, able to work in a team and independently
- Solid problem-solving, and interpersonal skills
- Troubleshooting and problem resolution skills
- Leads by example
- Sense of urgency
- Creative
- Responds easily to changing demands

Experience

Required

- 5 year(s): Minimum 4 years’ experience in the industry, or a related service industry Minimum two-year operational experience in the service(s) the account utilizes

📌 Operations Key Account Manager (India)
🏢 Crane Worldwide Logistics India
📍 India