Manager at Delhivery
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Delhivery - Manager - Customer Relationship Experience - Ocean Freight (4-12 yrs)
- Manage the end-to-end Ocean Freight Transaction Execution from booking confirmation until delivery by closely monitoring each milestone. KPIs include client retention and positive NPS score
- Responsible for performing the operational activities from Booking Placement, Stuffing, Follow-up, B/L approval, Invoicing, Pre-Alerts, CAN, FC, DO, Customs Clearance, Last Mile etc.
- Solely responsible for Overseas Communications regarding shipment execution & any other escalated issues
- Measure the real time performance as per milestone deadlines and proactively escalate to stakeholders if things are likely to go wrong
- Proactive daily updates to all clients for live shipments
- Update DSR and share with the interested parties on a regular basis.
- Prepare weekly service reports including SLA performance and present to customers
- Operate as a bridge between the BD/Ops/Client/Shipper and agents
- Coordinate with BD and Billing Team to ensure invoicing is completed on time
- Review performance of the service providers; and provide feedback to supply team
- Must possess Ocean Freight knowledge and 4+ experience in a Freight Forwarding organization
- Comfortable working in a fast paced environment under strict timelines and challenging status-quo.
- Help refine the SOPs and processes for efficiently managing the ocean freight transactions
- Serve as a process expert to guide and train existing team members and new joinees
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