Amazon has one of the largest & most trusted shipping networks in India (ATS). We want to extend the benefits of these shipping services to D2C brands and SMBs for their own business to help them serve their customers better & in turn grow their business. This role will be responsible for managing and growing relationships with our key shipper accounts. We are seeking a street-smart, result-oriented candidate with B2B/SME Customer service or operations experience and preferably from the shipping & logistics industry. Candidate should be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities and changing landscapes. One should be collaborative, but equally data-driven and analytical. The individual should constantly strive to expand our understanding of the metrics and industry. Additionally, you will be responsible for maintaining positive shipper experience by managing critical input levers. Key job responsibilities • Deliver positive experience to assigned shipper accounts and support SMs to grow volume while maintaining hygiene parameters • Help refine the business value proposition using local knowledge, secondary research and past data • Follow the standard operating processes to scale the working of the function. Key job responsibilities Handle customer inquiries regarding pickup schedules, delivery status, and shipping-related issues Process and investigate lost, damaged, or delayed package claims Root Cause Analysis (RCA) to be performed individually or support Sales Managers with RCA where necessary to improve performance Coordinate with delivery partners and internal teams to resolve shipping complications Manage pickup & delivery requests/Escalations Track packages and provide real-time updates to customers Action proactive and reactive measures on key business parameters like operations, claims, and receivables Identify and escalate critical issues when necessary