Customer Success Executive

About the role

The Customer Success Executive is the primary contact for clients’ express and e‑commerce shipping requests. You will manage the full customer journey, maintain detailed shipment profiles, and ensure clear communication throughout the shipping process.

Key responsibilities

• Serve as the focal point for customers’ express and e‑commerce shipping requests.
• Assist customers with shipment status, tracking, and outstanding shipments.
• Manage the end‑to‑end shipment lifecycle, coordinating with internal and external stakeholders.
• Proactively inform customers of shipment status, exceptions, and incident updates.
• Handle inquiries, track‑and‑trace requests, and ensure KPIs and SLAs are met.
• Register and resolve customer complaints, either directly or by assigning tasks.
• Act as first contact for claims, collect required documents, and hand over to specialized claim handlers.
• Liaise with Pricing and Billing teams to ensure seamless transactions.

Required profile

• Bachelor’s degree in business or a related field.
• 2–4 years of customer service experience in the express or e‑commerce industry.
• Strong product knowledge of express shipping services.
• Excellent verbal and written English communication skills.
• Ability to handle challenging situations calmly and professionally.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Working knowledge of Transportation Management Systems (TMS)