Functional Support Lead

2 days ago

Chennai, Tamil Nadu, India Logitrans Technology Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Roles and Responsibilities

  • Strong knowledge of shipping agency practices, including end-to-end operational processes for sea cargo shipments.
  • Possess thorough understanding of export and import processes in sea cargo shipping, including compliance with international regulations.
  • Provide first-level functional support for agency and liner applications used in day-to-day cargo booking, export, import and documentation processes.
  • Act as primary coordinator to analyse, validate, and resolve issues or queries raised by agency users related to booking, documentation, equipment, and other operational modules.
  • In-depth knowledge of Automated Manifest System (AMS) and Importer Security Filing (ISF) requirements for USA-destined cargo, including data accuracy rules, mandatory timelines, regulatory compliance expectations, and error resolution procedures.
  • Ensure AMS and ISF-related submissions follow the correct workflows within the application, and support users in resolving filing-related system errors or rejections.
  • Coordinate with internal technical teams, product teams, and external stakeholders for escalations and follow-ups when issues require deeper investigation.
  • Document issues, resolutions, and best practices to support continuous improvement in the support process.
  • Lead the team responsible for delivering first-level functional support for carrier and agency applications, ensuring timely response, root-cause identification, and escalation handling.
  • Exhibit excellent communication skills, proactive attitude, and ability to guide, train, and mentor team members.
  • Demonstrate solution-oriented mindset with enthusiasm, motivation, and readiness to manage challenges and mitigate operational risks.

Desired Candidate Profile

  • Strong functional expertise in shipping operations, agency practices, documentation compliance, and reporting for booking, export, import, and equipment activities.
  • Hands-on experience with AMS and ISF rules, system workflows, data validations, and compliance requirements for USA cargo.
  • Strong customer support skills with the ability to communicate clearly, analyse issues, and resolve user queries efficiently.
  • Experience working with support teams, ticketing tools, or application helpdesk environments is added advantage.
  • Proven experience with Cargo Shipping ERP systems and related operational modules.
  • Ability to lead a support team, coordinate with cross-functional stakeholders, and maintain service-level expectations.

Key Qualifications

  • Education: Bachelor's degree in any field; MBA or PGDM in any specialization is highly preferred.
  • Experience: 8 to 12 years of relevant experience.

Perks and Benefits

  • Competitive salary as per industry standards.
  • Opportunities to work on cutting-edge technologies in a dynamic and innovative environment.

Professional growth and learning opportunities.

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