Lead Agent - Customer Service & Reporting Specialist

Job description

The Account Operations & Reporting Specialist will support the management of Global account by overseeing operational performance, providing reporting and insights, and ensuring a high level of customer experience. This role works closely with internal operations teams and the customer to ensure smooth execution and continuous service improvement.

Position Reports To

Manager - Order Management.

Customer Experience

• Support Monthly and Quarterly Business Reviews with the customer. Assist in implementing customer strategic initiatives and operational improvements. Coordinate with internal teams to ensure service expectations are met. Share market updates, best practices, and improvement opportunities with stakeholders.

Support customer visits and operational meetings when required.

Reporting & Data Analysis

• Prepare operational reports and dashboards for customer and internal management. Ensure data accuracy, validation, and consistency across reporting platforms. Analyze operational data to identify trends, issues, and improvement opportunities. Provide insights and recommendations based on data analysis.

Operational Oversight

• Monitor shipment execution and operational performance . Coordinate with carriers regarding space, equipment availability, and operational issues. Monitor potential disruptions such as port congestion or vendor production delays. Support operational huddles and provide updates on shipment status and risk areas.

Coordinate with internal teams to resolve operational issues impacting customer’s purchasing order (PO)

Key Competencies

Customer focus Analytical thinking Problem solving Communication and coordination Operational knowledge in international logistics

Qualifications

University’s degree in Logistics, Supply Chain, Business Administration, or related field. 3–5 years’ experience in logistics, ocean operations, or supply chain management. Experience handling key accounts or US retailers is preferred. Strong analytical and reporting skills (Excel, Power BI or similar tools preferred). Strong communication and stakeholder management skills. Ability to manage multiple priorities in a fast-paced environment.