Lead Logistics Cx Agent

hace 3 días


Panama Senator International A tiempo completo

As Lead Logistics Customer Experience Agent, you are responsible of a number of assigned Supply Chain (SCM) accounts, taking the responsibility of the efficient shipment coordination as well as the correct execution of the Service Level agreed with clients.Owns and manages the customer experience. Has responsibility for end-to-end customer experience within the assigned scope in 4PL, in compliancewith relevant company procedures and agreements with customer.To monitor all open PO’s as per client’s SOP/IOP/SLA specifications.To report any deviation to the operation as mapped in client’s SOP/IOP/SLA. In case of export operation, to check every booking sent by vendors and report discrepancies to client via e-mail or C&E tool.To work closely with the origin offices to ensure client’s SOP/IOP/SLA are followed including Data Quality.To properly process all bookings: booked with the nominated carrier, confirm bookings during the next 24 hours after discrepancies have been resolved (if any).To send shipping instructions to carrier on time as per the client’s SOP/IOP/SLA, taking care of the information is being sent.To check destination countries’ regulations before shipments departure in order to avoid any penalty.To perform any transmission needed ( ASN, ISF, 315 message), send it on time and follow up the correctly reception.To update all the shipments details in MODS as per client’s SOP when every event takes place in order to give end-to-end visibility or send the information to the GSC for MODS updates and follow those are performed.To keep customers dully, on time and correctly informed about shipment status throughout the whole process.To properly use Connective Task Management (CTM) Tool to ensure shipments are being attended properly.To use Communication Cost Tool (CCT) to invoice cargoes on time avoiding Data Quality issues.Manages end-to-end shipment process, in compliance with relevant company procedures and agreements with customer.Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders.Skills & QualificationsPersonal CharacteristicsAnalytical and problem-solving skillsPositive, proactive, and persistent.Responsible and organized.High Sense of urgency.Focus on details.Good communication skills.Fast learner.Ability to work under pressure keeping quality focus.Excellent Stakeholder management and communication-skills.ExperienceAt least 5 years in operations or customer services roles in International Transportation, Logistics, Freight Forwarding or Customs.Language Bachelor’s Degree in international commerce, Administration, Economy, Engineering Careers or related areasGood level of written and spoken English (70%-90%)


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