Solution Operations Executive

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Position Summary

The Solution Operations Associate will be responsible for planning & executing operational activities related to Solution Operations involving all the file management & operations activities post booking.
The incumbent has to act as the owner of the job file and will also be responsible for creating & updating of shipping
documents & Customer Invoices in the system. This role will need to closely coordinate with customer service, program managers, VAS team, and carrier booking team members as necessary to ensure that best in class service is given to our customers.

Job Description

Key Responsibilities

  • Own all solution Operations activities under file management for the customers under purview.
  • Key Activities:
    • All File management activities post booking,
    • Documentation
    • System Updates
    • Operational finance
    • Proactive communication with customer service in case of exceptions.
  • Support customer service in customer query resolution and exception handling

Expectations from the Role

Manage Shipping Instruction, FCR/HBL/Bill issuance

  • Co-ordinate with Customer Service and Data team to send FCR/HBL to Shipper
  • Follow-up Shipping Instruction to Carrier and validate Carrier Bill of Lading
  • Inform Counter that FCR/HBL is ready for issuance

System update, ASN management and Documentation

  • Co-ordinate with Data team to ensure MODS is updated properly in timely manner
  • Monitor ASN, AMS/ACI/ISF/ENS quality and timeliness
  • Receive Shipping Document, validate and dispatch document in due course
  • Monitor vendor performance related to documentation

Operational Finance

  • Request GSC to create invoice and dispatch the same to Customer/ Customer Service, resolve invoice queries
  • Request GSC to create PO and follow-up payment to supplier, resolve supplier Invoice queries & report incorrect invoices to Customer Service
  • Manage overdue invoices and escalate to CS whenever applicable
  • Update ICB and follow-up payment

Other Key Responsibility

  • Troubleshoot and resolve operational issues / escalations
  • Monitor corrections required and data quality in invoice
  • Support customer service in customer query resolution and exception handling
  • Solution Operations Performance Delivery aligned with agreed SLA’s
  • BL Released within 3 days of ETD
  • Invoice, PO are created within agreed timeline
  • Overdue Outstanding within agreed ratio
  • Zero Penalties & Ensure Zero Defect Level of documentation and ASN, AMS/ACI/ISF/ENS
  • Customer Satisfaction Survey scores for relevant customers
  • Proper File closure including ICB (Inter-company billing) with all documentation within ETD/ETA
  • Timely updates to Customer Service and & Effective query resolution

Job Requirements

  • BA in related field preferably
  • 6 months of working experience preferably in ocean freight / SCM industry.
  • Good command of spoken and written English.
  • Good communication skills and the ability to communicate confidently
  • Customer-minded attitude is required
  • Good skill of computer
  • Team player – Works together with others in the business unit to achieve results, fosters teamwork

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