Process Lead (Logistics, Remote)

Job summary

The Process Lead is responsible for establishing a customer-centric and standardized resolution process across various channels to enhance customer experience in the logistics sector. This role focuses on proactive issue resolution and optimizing processes for efficiency.

Qualifications

• Bachelor’s Degree with over 8 years of relevant experience
• Strong communication skills, both written and oral
• Excellent organizational skills and attention to detail
• Proficient in analytical, problem-solving, and critical-thinking abilities
• Experience in customer service or customer experience roles
• Familiarity with AI technologies is advantageous

Responsibilities

• Develop and implement a standardized resolution process using available systems
• Ensure effective use of processes and SOPs for AI products
• Manage escalations in the resolution process
• Conduct data-driven analysis and advocate for technology solutions to improve processes
• Communicate process changes and manage stakeholder expectations across various business lines
• Identify and address gaps in processes, collaborating with stakeholders for resolution
• Serve as a subject matter expert and point of reference for peers
• Meet deadlines in a fast-paced environment with complex software systems
• Propose process improvements through automation initiatives
• Work closely with product managers and subject matter experts to support new process launches

Skills

• Strong analytical and problem-solving skills
• Ability to work collaboratively in a dynamic environment
• Experience with Salesforce.com service cloud is preferred
• Knowledge of Business Analytics and Six Sigma/Green Belt certification is a plus

Education

• Bachelor’s Degree required; MBA preferred

Tools

• Familiarity with Salesforce.com service cloud and other relevant technology solutions