Transportation Specialist I , Relay Ops

Amazon has one of the largest & most trusted shipping networks in India (ATS). We want to extend the benefits of these shipping services to D2C brands and SMBs for their own business to help them serve their customers better & in turn grow their business. This role will be responsible for managing and growing relationships with our key shipper accounts.

We are seeking a street-smart result-oriented candidate with B2B/SME Customer service or operations experience and preferably from the shipping & logistics industry. Candidate should be able to thrive and succeed in an entrepreneurial environment and not be hindered by ambiguity or competing priorities and changing landscapes. One should be collaborative but equally data-driven and analytical. The individual should constantly strive to expand our understanding of the metrics and industry.

Additionally you will be responsible for maintaining positive shipper experience by managing critical input levers.

Key job responsibilities
Deliver positive experience to assigned shipper accounts and support SMs to grow volume while maintaining hygiene parameters
Help refine the business value proposition using local knowledge secondary research and past data
Follow the standard operating processes to scale the working of the function.
Key job responsibilities
Handle customer inquiries regarding pickup schedules delivery status and shipping-related issues
Process and investigate lost damaged or delayed package claims
Root Cause Analysis (RCA) to be performed individually or support Sales Managers with RCA where necessary to improve performance
Coordinate with delivery partners and internal teams to resolve shipping complications
Manage pickup & delivery requests/Escalations
Track packages and provide real-time updates to customers
Action proactive and reactive measures on key business parameters like operations claims and receivables
Identify and escalate critical issues when necessary

Key job responsibilities
Responsibilities include but are not limited to:
Communication with external customers (Carriers Vendors/Suppliers) and internal customers (Retail Finance Software Support Fulfillment Centers)
Ability to pull data from databases using Excel to perform ad hoc reporting and analysis as needed is a plus.
Develop and/or understand performance metrics to assist with driving business results.
Must be able to quickly understand the business impact of the trends and make decisions that make sense based on available data.
Must be able to systematically escalate problems or variance in the information and data to the relevant owners and teams and follow through on the resolutions to ensure they are delivered.
Work within various time constraints to meet critical business needs while measuring and identifying activities performed.
Good communication both verbal and written as one may be required to create a narrative outlining weekly findings and the variances to goals and present these finding in a review forum.
.Providing real-time customer experience by working in fast pace operating environment.

About the team
Trans specialist will be working a 9 hr shift and will be working on basic tasks like track and trace customer comms adhoc booking cancellation of additional trucks by analyzing the volume patterns container management etc

- Bachelors degree in a quantitative/technical field such as computer science engineering statistics
- Experience with Excel

- Experience with SQL

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