Ensure SOP compliance, make updates as needed, and uphold best practices to meet customer needs Manage cargo booking, tracking, and updates across FCL, LCL, FTL, LTL, air, and parcel shipments Deliver comprehensive customer service from booking through to timely delivery Coordinate daily with customers, carriers, and internal teams to maintain seamless communication Maintain accurate and accessible account documentation for team use Increase customer satisfaction and business volume through consistent, proactive contact Identify account issues and collaborate with management to develop solutions Analyze service and cost data to support business improvement recommendations Implement process improvements as needed, ensuring data accuracy in Cello and related systems Generate reports (e.g., service failure, claim, P&L) as required and monitor trends for action 
