About the role
ESSENTIAL DUTIES & RESPONSIBILITIES:
Program & Project Leadership:
- Lead and support strategic programs and cross-functional initiatives that align with all inbound business objectives.
- Drive process improvement and service enhancement initiatives to increase operational efficiency, customer satisfaction and profitability.
- Track project milestones, identify and mitigate risks, and provide regular status updates to leadership.
- Develop and maintain documentation, workflows, standard operating procedures and playbooks to support consistency and scalability.
Performance Management & Reporting
- Monitor operational performance metrics, including internal and customer-facing KPI’s.
- Partner with analysts to develop dashboards, reports and performance insights that support data-driven decision- making.
- Identify opportunities for account growth, process optimization and continuous improvement.
Scope of Responsibility:
- Oversee customer support activities related to international shipments, collaboration with cross-functional teams across the region.
- Address and resolve customer service issues while ensuring alignment with business and operational objectives.
Team Collaboration:
- Collaborate closely with Operations, IT, Product and Customer Service teams to enhance service quality and customer experience.
- Provide feedback to account managers regarding recurring service challenges, customer concerns and improvement opportunities.
- Continuously strengthen customer service practices, issue resolution strategies and process improvement initiatives.
- Support and lead special projects as assigned to meet evolving business needs.
Other Skills/ Abilities:
- Excellent organizational skills
- Excellent written and verbal skills, including presentation skills
- Strong computer skills including Microsoft Office suite
- Detail oriented, able to multitask and meet deadlines
- Self-motivated, able to work in a team and independently
- Strong problem-solving, and interpersonal skills
- Troubleshooting and problem resolution skills
- Leads by example
- Sense of urgency
- Creative
- Responds easily to changing demands