Executive, Customer Success

• 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.

• 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.

• 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.

• Obtain adhoc rate approvals from the management team.
• Secure approvals for MSDS, courier shipments, and other special handling requirements.

• Collaborate with the operations team for effective load planning and shipment execution.
• Support first-carrier planning and coordination for smooth cargo flow.

• 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.

• 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.

• 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.

• 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.

Teleport