Serve as the point of contact for customer relationsSupport SOP/Work Instructions maintenance and ensure operational best practices in line with customer requirements as well as ensure operational SOP complianceManage daily operations including booking, tracking, and tracing of cargo (FTL/LTL/AIR)Provide excellent customer service in all aspects from booking to cargo delivery on timeRequest for Quote with carriers and negotiate the spot rates Manage, coordinate, and implement cost-effective operational solutions to continuously improve efficiency and enhance service levels and qualityCommunicate daily with customers, carriers, and internal staffMaintain essential account documentation with up to date information and ensure that it is filled and stored to be readily accessible to the team when/if needed Increase customer satisfaction and business share through regular contactMonitor account issues and communicate/liaison with management to implement/drive solutionsAnalyze service and cost data for actions or recommendations for business improvement and recommend when needed changes in current processesReport as needed (Service failure report, claim/damage report, others)Monitor trends and report changes to management for action
