About this 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