Customer Support

• Manage and monitor the end-to-end shipment process.
• Coordinate with various stakeholders in shipment process handling.
• Orchestrator the overall flow of an end-to-end shipment.
• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.
• Query Resolution with shippers/Customers/Sales Team/other stakeholders, timely resolution, and response to customers.
• Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
• Responsible for cross sell/up sell, customer retention.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operations.
• Respond to all enquiries in a timely and accurate manner & escalate difficulties.
• Work with the Commercial team to establish and strengthen customer relationships.
• Comply to specific customer SOP and monitor respective KPIs.
• Execute reports or other tasks assigned.

Customer Experience Agent, Italian Speaking

• Conduct regular check-ins with 10–15 student team members to support engagement, development, and performance
• Gather and share feedback on products, workflows, and internal processes
• Identify knowledge gaps and areas for improvement through regular work reviews
• Support onboarding and role transitions for new and existing team members
• Own daily Support operations and adjust priorities based on business needs
• Monitor ticket queues and support platforms to identify workload spikes, bottlenecks, and operational issues
• Review resource allocation and flag areas requiring operational adjustments
• Assist with managing access to tools, systems, and platforms used by the team
• Ensure team members have the resources, documentation, and support needed to succeed
• Co-create and maintain internal documentation, processes, workflows, and the team Knowledge Base
• Develop and maintain best practices for internal and customer communication
• Ensure team knowledge, processes, and workflows are clearly documented and easily accessible

Customer Support Team Lead

• Develop, update and communicate logistic solution quotations based on customers requests.
• Initiates post-quote follow up on new business opportunities.
• Communicate regularly with different team within STC (sales, procurement and others) on market pricing challenges, commercial approach and policies.
• Contribute to the improvement of STC's commercial activities by sharing ideas of improvement and market updates.

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Customer Experience Agent, Italian Speaking

Customer Support Team Lead

Customer Service Representative