Transportation Representative, Executive Customer Relations

Role overview

The Executive Customer Relations (ECR) team handles escalation-driven transportation issues in India, with a focus on rescue actions, deep root-cause investigation, and longer-term process or system improvements. The group supports several initiatives, including INOPS VPI, ECR email-based escalations, and customer rescue programs.

This role works closely with stakeholders across the India network to identify opportunities, build preventive rescue mechanisms, and suggest solutions or systemic corrections that improve the customer experience.

What you will do

• Handle questions and escalations from leaders, and resolve cases received through escalation channels.
• Communicate clearly and professionally with both customer-service and non-customer-service teams.
• Carry out detailed root-cause analysis to understand why issues occurred.
• Spot recurring quality or system-level problems that are harming customer experience and route them to the right stakeholders.
• Support customer rescue efforts while also documenting findings and recommendations for process or technology owners.

Work schedule

This position follows a 5-day work week. However, because operations run 7 days a week, the two weekly days off will rotate depending on shift pattern and business requirements.

A day in this role

You will work on rescuing customers from service failures, then analyze the underlying cause of those failures. Your findings and recommendations will be shared with the teams responsible for fixing the process or technology issue that created the defect.

Basic qualifications

• Experience supporting customers, with a strong commitment to service, or a background that demonstrates analytical thinking, close attention to detail, and strong communication.
• Good English communication skills, both written and spoken.
• At least 1 year of customer service experience, or a bachelor's degree in management, business administration, economics, engineering, or marketing.
• Availability to work flexible shifts, including nights, weekends, and holidays, in a 24/7/365 environment.
• Ability to work independently, stay proactive, meet deadlines, and complete assigned tasks and projects.
• Comfort handling administrative work independently while using sound judgment and keeping the team appropriately informed.
• Strong analytical ability, attention to detail, and effective communication, or experience in network troubleshooting and customer support with a strong service mindset.

Preferred qualifications

• Experience managing confidential information and working professionally with senior executives, or the ability to complete complex work quickly with limited guidance and respond promptly to urgent situations.
• Working knowledge of Microsoft Office tools, including Excel, Word, SharePoint, and PowerPoint.
• Previous experience in customer service.

Additional information

The organization states that its inclusive culture supports employees in doing their best work for customers. Applicants who need workplace accommodation or adjustment during the application or hiring process, including interviews or onboarding, can request support through the employer’s accommodation process.

Company code: ASSPL - Andhra Pradesh - E88. Job ID: A10399261.