The Solution Operations Executive - MACCS will be responsible for coordinating and updating eCustoms system (MACCS) related to Solution Operations.
The incumbent has to act as the owner of updating eCustoms system, sending ECR and providing reports to stakeholders. This role will need to closely coordinate with customer service team, VAS team, warehouse team, customer brokerage agent as necessary to ensure that best in class service is given to our customers.

o Own all solution Operations activities related to eCustoms systems.
o Key Activities:
o System update (ECR, CYA..)
o Providing ECR to customers
o Provide reports to Customer Team and VAS team
o Proactive communication with customer service in case of exceptions.
o Support customer service in customer query resolution and exception handling

Expectations from the Role:

(The outcomes that the job holder is expected to drive through fulfillment of his/her responsibilities)

System update
o Co-ordinate with Customer Service Team, Warehouse, CHB team to get information and update system on timely manner
o Control quality of system update, proactively work on mistake proof solutions to ensure high accuracy
o Provide reports on time and accurately to related teams
Other Key Responsibility
o Troubleshoot and resolve operational issues / escalations
o Monitor corrections required and data quality
o Support customer service in customer query resolution and exception handling


KPI’s (suggested – working group to validate)

o Solution Operations Performance Delivery aligned with agreed SLA’s
o Zero Penalties & Ensure Zero Defect Level of documentation
o Customer Satisfaction Survey scores for relevant customers
o Timely updates to Customer Service and & Effective query resolution

Required knowledge & Skills (expected entry level requirements for applicant consideration that apply for role)

o BA in related field preferably
o 3 months of working experience preferably in ocean freight / SCM industry.
o Basic command of spoken and written English.
o Good communication skills and the ability to communicate confidently
o Customer-minded attitude is required
o Good skill of computer
o Team player – Works together with others in the business unit to achieve results, fosters teamwork