Transport Manager

As a Customer Assistance representative, you will be responsible for providing prompt and courteous assistance to customers through various communication channels such as phone, email, etc. Your primary duties will include addressing inquiries related to bookings, reservations, schedules, fares, and other transportation-related matters. Your role will also involve investigating and resolving customer issues and complaints in a timely manner. You will collaborate with internal and external departments, such as Carriers and the Warehouse team, to resolve complex issues and ensure customer satisfaction. In terms of Booking Management, you will need to prioritize carrier partners while booking critical and urgent shipments based on customer requirements and agreed terms. Tracking all in-transit shipments will be crucial. You will be required to discuss with carrier SPOCs for delivery alignments, follow-up on pending requests for priority closure, and provide accurate information regarding shipment status, TAT, in-route challenges, solutions, and any other relevant details to assist customers in making informed decisions. Additionally, you will be responsible for sending daily reports of undelivered shipments to customers and discussing each case to conclude. You will also prepare Monthly customer Service Performance Reports (SPRs) and discuss them with customers to understand challenges and identify key areas of improvement. Maintaining accurate records of customer interactions, inquiries, and resolutions on email and customer trackers will be part of your daily tasks. You will also need to coordinate with consignees to understand challenges for undelivered shipments and take corrective measures. Identifying and resolving logistics-related issues, such as shipping delays and transportation disruptions, will be essential. You will investigate the root causes of problems and implement corrective actions to prevent recurrence. To qualify for this role, you should have a full-time Post-Graduate/MBA from a Top IIM, along with 0-2 years of experience in logistics management, preferably in a similar role. Proficiency in Hindi and English with strong verbal and written communication skills is required. Knowledge of Hindi and Malayalam languages will be considered an added advantage. The ideal candidate should possess the ability to generate accurate MIS reports, analyze data to drive informed decisions, and have strong problem-solving skills to resolve client queries effectively. You should also be capable of working independently and collaboratively in a fast-paced environment.,