Position Overview:

To design and manage complex end-to-end transformation initiatives with process and technology backbone.Therefore, this role needs to be able in establishing an effective CS process end-to-end and overseeing team both in-house and BPO’s performance to ensure high class of service/customer satisfaction when using LEX Services.
Key Responsibilities:
1. Seller& Customer Experience Management
o Serve as the primary point of contact for escalated seller and customer concerns.
o Develop and implement customer service strategies to enhance customer satisfaction and seller retention.
o Ensure timely and effective resolution of customer inquiries and issues.
o Monitor and analyze customer satisfaction data to identify areas for improvement.
o Responsible for claim related operations (investigate/dispute/communication/or internal claim process)
2. Operational Excellence
o Set up an effective process for Customer Service Function and ability to identify the improvement flow-process effectively.
o Familiar and knowledgeable in CS system which can work collaboration with Tech function for system enhancement if needed.
o Collaborate with operations and logistics teams to address service delays or disruptions.
o Maintain accurate records of customer interactions and feedback.
o Identify inefficiencies in customer service workflows and recommend improvements.
o Monitor industry trends and customer expectations to maintain competitive service standards.
o Use data to identify patterns and develop proactive measures to prevent recurring issues.
3. Team Leadership and Management
o Manage team performance both in-house and BPO.
o Recruit, train, and supervise a team of customer service representatives.
o Set performance goals and monitor team performance against key metrics.
o Provide coaching, support, and professional development opportunities.
o Work with the KAMs/ Commercial team to establish and strengthen customer relationships.

• Bachelor's degree in Business Administration, Logistics, Express or a related field.
• 5+ years of experience in customer service management, preferably in the logistics industry.
• Proven experience in leading and developing high-performing teams.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, both written and verbal.
• Proficiency in customer relationship management (CRM) software and other relevant tools.
• Strong understanding of logistics operations and industry best practices.
• Ability to work independently and as part of a team.
• Strong work ethic and a commitment to customer satisfaction.