Serve as the primary point of contact for assigned accounts, providing strategic and operational support throughout the end-to-end logistics journey.
Build trusted client relationships by understanding business needs, advising on best practices, and ensuring a high standard of service delivery.
Coordinate closely with warehouse, transport, finance, and technology teams to ensure seamless execution of customer requirements and timely issue resolution.
Oversee the full 3PL journey, including inbound operations, inventory management, outbound fulfilment, billing, and documentation accuracy.
Prepare and manage import/export documentation, packing lists, and liaise with freight forwarders to facilitate smooth shipment movement.
Monitor inventory accuracy and system integrity, ensuring compliance with operational processes, including expiry date tracking, serial number management, and adherence to SOPs.
Analyse operational performance, customer feedback, and service trends to identify improvement opportunities and drive continuous enhancement initiatives.
Maintain records of customer interactions, service issues, and resolutions within the company's software dashboard.
Partner with internal technology teams to translate operational challenges into system enhancement opportunities and process automation initiatives.
Proactively identify risks, exceptions, and bottlenecks, coordinating corrective actions to safeguard service levels and customer satisfaction.
Generate operational reports and business insights to support decision-making, service improvements, and long-term customer success.
Requirements
Bachelor's degree, preferably in Business Administration, or a related field.
Ability to maintain composure and professionalism when dealing with stressed or upset customers.
Strong proficiency in Microsoft Office applications (Excel, Word, etc.).
Previous experience in Customer Support or Call Centre roles is highly preferred.
Exceptional multitasking abilities with the skill to prioritize and manage time effectively.
A distinctive personality and a great sense of humor will be highly valued.
