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Executive, Customer Success
2 weeks ago
The Customer Success Executive will play a critical role in ensuring smooth cargo operations and superior customer service. This role requires close coordination with agents, customers, and internal operations teams to manage bookings, approvals, shipment updates, and load planning. The executive will also be responsible for proactive communication, issue resolution, and maintaining accurate reports to support business continuity.
Key Responsibilities
- Stock & Booking Management
- Coordinate with agents for stock issuance and allocation
- Handle booking processes, including AWB issuance, booking acknowledgments, online bookings, and onward confirmations
- Assist with courier shipment bookings and manage related approvals
Shipment Coordination & Follow-up
- Provide regular shipment updates to customers, including booking confirmations, pre-alerts, and post-departure alerts
- Track shipments and coordinate with agents and the operations team for timely handovers and execution
- Manage escalations and discrepancies, ensuring swift resolution
Customer Communication
- Act as the primary point of contact for customers regarding shipment status, confirmations, and approvals
- Ensure proactive communication to build trust and maintain customer satisfaction
Rate & Approval Management
- Obtain adhoc rate approvals from the management team
- Secure approvals for MSDS, courier shipments, and other special handling requirements
Load & Carrier Planning
- Collaborate with the operations team for effective load planning and shipment execution
- Support first-carrier planning and coordination for smooth cargo flow
Reporting & Documentation
- Maintain booking sheets, tracking sheets, and planning sheets with daily updates
- Prepare and maintain irregularity reports and inward shipment reports
- Ensure all records are updated in system tools (e.g., SK, WIN) as per timelines
Daily Deliverables
- Booking sheet update (by 10:15 AM for upcoming flights)
- Tracking sheet update (by 10:00 AM)
- Pre-alerts issued before departures, and post-departure alerts shared with stakeholders
- Accurate reporting of escalations, irregularities, and approvals
Requirements
Graduate in any discipline (preferably Commerce, Logistics, or Supply Chain).
- 1-3 years of experience in cargo operations, customer service, or logistics
- Strong communication and coordination skills with the ability to manage multiple stakeholders
- Knowledge of booking systems, AWB processes, and load planning preferred
- Proficiency in MS Excel, Google Sheets, and reporting tools
- Ability to work under pressure and resolve escalations with urgency
Core Competencies
- Customer Focus: Build trust and maintain strong customer relationships through timely communication
- Attention to Detail: Ensure accuracy in bookings, approvals, and reporting
- Problem Solving: Handle escalations and discrepancies with a solution-driven approach
- Collaboration: Work closely with agents, operations, and internal teams to ensure seamless execution
- Proactiveness: Anticipate customer and operational needs with timely alerts and updates
