Main Objectives of this position:
As a Team Lead to ensure complete customer satisfaction by producing accurate and timely documentation.
Function and duties:
- Attend to customer escalation over phone and email, politely and timely.
- Connecting with customers to gauge the pulse of the business & address concerns if any.
- Prompt handling of customer queries in Case Management by the team.
- Ensure Complete KPI is improved & met.
- Attend to all internal and external email promptly.
- Promoting HL Web Online tools.
- Monitor Case Management Dashboard & Analytics & put measures to improve results.
- Monitoring out of Case Management Task like, OUFC, TREX, Arrival Handling Failures, Invoice failures export and import of MSA, Import Manifest submission.
Qualifications and Technical Job Requirements:
5+ years industry experience in transportation industry
• Expert knowledge of Documentation required
• Extensive background in handling customer documentation required
• Commitment to deliver excellence in documentation
• Attention to detail
• Management experience required
