Lead Logistics Customer Experience and Operations Specialist

Job Summary

The role is responsible for supporting day-to-day customer experience and administrative operations by executing standardized customer-facing, technical, administrative, and operational activities accurately and efficiently. The position involves supporting customer channel management, case management, onboarding, relationship management, contract and dispute-related activities, while ensuring adherence to established processes and guidelines. The role requires the ability to work independently within defined boundaries, resolve routine issues, and escalate non-routine matters when required.

Responsibilities

• Managing customer experience activities, including customer channel management, case management, onboarding, and relationship management.
• Handling customer queries, requests, and cases while ensuring timely and accurate resolution.
• Supporting customer onboarding and maintaining effective customer relationships in line with established processes.
• Supporting documentation, validation, and follow-ups.
• Executing standardized administrative, technical, and operational activities to support day-to-day business operations.
• Applying established procedures, work routines, and methods to ensure consistent and accurate service delivery.
• Managing assigned tasks independently within defined scope, guidelines, and boundaries.
• Identifying and resolving routine operational issues using established processes and available resources.
• Exercising appropriate judgment when handling operational activities and escalating non-routine or complex issues to experienced colleagues or supervisors.
• Maintaining accurate records and documentation related to customer activities.
• Collaborating with internal stakeholders to ensure timely completion of assigned activities and effective customer support.
• Adapting to new processes, systems, and ways of working through job-related training and on-the-job experience.
• Ensuring accuracy, compliance, and adherence to established standards across customer experience and administrative operations.
• Owns all SCM Operations activities under file management for the customers under purview.
• Key Activities include: All file management activities post booking, Documentation, System Update, Operational finance.
• Proactive communication with customer service in case of exceptions.
• Supporting Customer Service in customer query resolution and exception handling.

Qualifications

• Between 2 - 5 or more years experience and graduate with relevant experience in Customer Experience, Customer Service, Administration, Operations, or a related discipline.
• Basic understanding of customer service and administrative processes.
• Knowledge of standardized work routines, procedures, and operational methods.
• Good attention to detail with the ability to execute tasks accurately.
• Ability to work within defined guidelines and manage routine activities independently.
• Good communication and interpersonal skills.
• Ability to identify issues and escalate non-routine matters appropriately.
• Willingness to learn and develop job-specific technical and operational knowledge.
• Basic proficiency in MS Office applications, particularly Excel.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.