Description

The Operations Coordinator is responsible for processing shipments, tracking and tracing, and communicating with customers and other departments. 

Responsibilities

• Enhance customer relationships by identifying areas for improvement in the overall customer experience

• Develop and maintain relationships with cross-functional departments, as well as carriers, vendors, and other service providers

• Communicate with customers in person and/or through calls, emails, digital platforms and ticketing systems

• Process shipping requests, generate internationally-compliant documents and manage shipment exceptions according to SLA

• Tracking & monitoring inbound/outbound shipments ensuring to meet KPIs and OKRs as agreed to with the client

• Coordinate and collaborate with multiple parties including customer stakeholders, warehouses, carriers, service providers and onsite team members to resolve any issues that may arise and escalate as necessary

• Maintain knowledge of customer and company policies on all aspects of product movement

• Identify and suggest corrective actions for ongoing incidents, delivery issues, opportunities and SOPs

• Identify and articulate process improvement ideas to support operations

• Create documented process for customers when requested - SOP/SWI creation

• Support the implementation of company’s culture within the team

• Work towards individual and department Key Performance Indicators (KPIs)

• Stay up to date with the best practices in supply chain, techniques and best practices and proactively apply new knowledge to improve processes

• Meets company standards of 52 hours training per year per employee.

• Attend training classes when required.

• Complete mandatory training when required.

• Should be able to work in 8:00PM IST- 5:00AM IST.

Qualifications

• Bachelor's degree or equivalent working experience

• 1-2 years of experience in logistics and/or high volume customer service roles

• Fluent in English; excellent written and oral communication skills

• Excellent customer service skills

• Strong organizational, communication and problem-solving skills

• Self-starter with the ability to triage and prioritize tasks in a fast-paced environment

• Analytical mindset with the ability to interpret data and make informed decisions

• Possesses a positive,  can-do attitude

• Strong knowledge of Microsoft Office, Google Workspace

Additional Info

All your information will be kept confidential according to EEO guidelines.

Company Description