Position Overview
You will be responsible for managing premium, VIP, sensitive, and high-value shipments end-to-end. You will serve as the key escalation point for complex service recovery situations, acting as the bridge between internal operational teams and external customers to ensure service excellence and commercial relationship protection.
Key Responsibilities 1. Customer Communication & Relationship Management - Provide timely shipment updates, delay notifications, and recovery plans within a 1–2 hour response SLA, with immediate acknowledgment for escalations
- Serve as the primary point of contact for VIP, strategic, and high-value customers
- Confirm active reefer collection dates and coordinate special cargo arrangements (DG, OOG, Pharma, Military/Class 1)
- Manage consignee communications for cargo release, arrival coordination, and delay management
2. Service Recovery & Escalation Management