Customer Experience Consultant

Role overview

This position focuses on overseeing customer shipments end to end and ensuring smooth coordination across the logistics chain. The role is centered on customer service, operational follow-through, and accurate communication with all involved parties to keep shipments moving without delays.

Key responsibilities

• Track and oversee the complete shipment journey on behalf of the customer logistics team.
• Liaise with multiple parties involved in shipment execution and coordination.
• Take ownership of the full end-to-end shipment flow.
• Support customers with practical business solutions backed by solid process and operational understanding.
• Handle questions and issue resolution from shippers, customers, and other stakeholders with prompt follow-up.
• Maintain a customer-first mindset and work to reduce errors by identifying and preventing repeat issues.
• Prepare and share documents accurately and on time, while keeping both internal and external stakeholders updated on status.
• Follow SOPs and internal operating procedures in day-to-day work.
• Respond quickly and accurately to enquiries and escalate difficult cases according to the defined procedures.
• Keep communication active and effective, including regular client conference calls to support uninterrupted process flow.
• Document and report performance outcomes, including service successes and service failures, to support recommendations.
• Build and maintain strong customer relationships.
• Carry out reports and other tasks assigned by the team leader or manager.

Skills and competencies

The role calls for strong supply chain and logistics operations knowledge, especially across 4PL activities from origin to destination. Clear English communication, confident stakeholder management, strong documentation habits, customer centricity, teamwork, time discipline, and the ability to stay effective under pressure are important. The job may also require overtime when deadlines are tight.

Education and experience

A bachelor's degree in any discipline is required. Candidates should have at least 2 years of experience in freight forwarding, 3PL, or 4PL import/export work. English must be fluent in both written and spoken form.

Equal opportunity and support

The employer maintains a diverse and inclusive workplace and considers applicants fairly regardless of protected characteristics under applicable law. Support is available for candidates who need adjustments during the application or hiring process.

Accommodation contact

If you need assistance or a reasonable accommodation to use the website, submit an application, or complete the job process, you can contact the company at [email protected].