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 prospects.
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
Robust computer skills including Microsoft Office suite
Detail oriented, able to multitask and meet deadlines
Self-motivated, able to work in a team and independently
Robust problem-solving, and interpersonal skills
Troubleshooting and problem resolution skills
Leads by example
Sense of urgency
Creative
Responds easily to changing demands
Experience : 5 years: Minimum 4 years' experience in the industry, or a related service industry Minimum two-year operational experience in the service(s) the account utilizes