Cogoport Hiring for Customer Service Manager (Centre of Operational Excellence – Gurgaon) at Gurgaon Full Time

Cogoport is the leading & fastest growing B2B international organization, which provides simplified freight movement and various finance solutions or services for businesses across the globe. We solve our customer’s (Importers, exporters, freight forwarders and all the stakeholder in shipping ecosystem) problems though the power of tech and product. Our business model is based on principles of aggregation and integration of services. We do this by providing digital and technology-enabled solutions that enable freight to move faster, cheaper and more efficiently from point to point.

International Trade can be complicated at times and every day brings new challenges and opportunities to learn.

When we simplify international trade, it empowers and affects every human being on the face of this earth. Seven billion people – one common problem.

As a part of the commercial team at Cogoport, you will get an opportunity to be a part of industry-wide revolution in the world of shipping and logistics by collaborating with other brilliant minds to resolve real world on-ground challenges. You will have a direct impact on the revenue and profitability growth for the organization.

About the Role

We’re looking for an Operational Excellence Specialist to build, mentor and manage a Customer Service team at Gurgaon. We are looking for a self-starter, change agent, and exceptional problem solver. As a member of this function, you will be the custodian of the Customer Experience, and you will help develop processes and best practices, ultimately setting the bar for how we operate as a company.

With this role you will have an opportunity to create a Centre of Operational Excellence at Gurgaon, with solemn aim of providing the best-in-the-industry service levels and Customer satisfaction to Cogoport’s customers.

Responsibilities

You would have following Roles and Responsibilities as a part of Customer Service team:

Team Management and Mentorship: Managing the Customer Service, Booking Desk and Document control sub-teams. Creating a center of Operational excellence at Gurgaon with first-class Customer service and stellar operational metrics to achieve best in the market customer experience.

Process Adherence: Ensure that the team complies with the policies, procedures, standards, and SOPs set up by the company with the objective of maximizing the team productivity and quality enhancement with lean methodology.

Customer Retention and Satisfaction: Ensure the retention of customers by following best operational practices and ensuring month on month improvement in the Customer Satisfaction Scores.

Process Optimization and Automation: To strive for productivity increases through process automation and optimization of operational processes to ensure better in alignment with corporate strategy.

Issue Resolution and Escalations: To ensure that the CS works collaboratively with external and internal customers, resolving issues that may arise and escalating the issues to the correct stakeholders in timely manner as per the set SOPs.

Data-driven Management: Ensure the visibility of the operational metrics and deviations to the correct stakeholders and making sure that the decision making is done on the basis of these data dashboards.

Qualifications

• Educational Background: Engineering Graduate + MBA from a Recognized University or Institute.

• Work Experience: 5+ years of experience in Operations Management / Process Excellence / Operational Excellence. 2+ years of experience in Logistics domain is a plus.

• Knowledge and certifications: Certification in Lean Six Sigma is Mandatory.

Prior understanding of logistics, freight or supply chain industries and their capabilities would be an advantage.

Knowledge of various analytical tools & techniques (SQL + Any data visualization tool) is a plus.

• Skill-set:

• Strong knowledge in process mapping, solutioning and optimization.
• Eye and drive for executing Continuous improvement
• Change agent who is able to initiate and manage change.
• Ability to follow defined procedures and standards while learning new tasks, assignments, and processes.
• Strong organizational and time management skills required, including the proven ability to work in a fast-paced environment.

Our Core Values

Intrapreneurship: At Cogoport, you own and drive projects forward. You have the world at your feet, and complete flexibility and freedom to take up new initiatives that would benefit the customer.

Customer Centricity: Our customers are at the heart of all that we do. Without happy customers, our company is doomed. Understanding their perspective collectively is key to our success.

Compensation details

Annual Salary Range – 15 to 25 LPA (Based on candidates’ expertise)

Cogoport is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and respected at work.