Executive - Customer Success (DEL)

Job Overview

To manage and deliver end-to-end Customer Success operations for DEL stations, ensuring high service quality, operational efficiency, customer satisfaction, and effective adoption of Teleport systems.

Key Responsibilities

• Manage end-to-end Customer Success activities for DEL stations.
• Ensure high booking efficiency and data accuracy, including timely response to booking requests and accurate booking confirmation before AWB release.
• Maintain full shipment visibility by providing daily tracking updates covering handover, uplift, transit, and arrival status.
• Handle customer escalations and service issues, ensuring timely resolution in coordination with internal and external stakeholders.
• Proactively communicate with customers to reduce repeat follow-ups and improve confidence and service experience.
• Drive and support Teleport Core (TC) adoption, enabling agents and customers to move toward self-booking.
• Onboard and support agents on TC, including training, troubleshooting, and process guidance.
• Support the sales team during customer visits by managing rate coordination, bookings, and follow-ups.
• Independently manage assigned customer accounts and station-level operations with high ownership.
• Coordinate closely with operations, finance, and network teams to ensure smooth cargo movement and issue resolution.
• Ensure compliance with internal SOPs, SLAs, and Teleport service standards across both stations.

Key Deliverables / KPIs

• SLA adherence for booking response time and booking accuracy
• Timely resolution of customer escalations
• 100% shipment visibility and daily tracking updates
• Increased Teleport Core self-booking adoption
• Improved customer satisfaction and reduced service escalations
• Consistent support to DEL station performance