We are looking for an experienced Customer Support Manager cum Shortage & Damage Manager to join our transportation operations team. This dual-charter role owns both customer service delivery and the end-to-end shortage & damage (S&D) claims process for our FTL/PTL business — ensuring high customer satisfaction while protecting the company from claim losses.
Key Responsibilities:
- Act as the single point of contact for customer queries, complaints, and service escalations
- Monitor SLA/TAT adherence for pickups, deliveries, and documentation
- Investigate and manage shortage & damage cases from detection to claim settlement
- Coordinate with operations, warehouse, and insurance teams to fix accountability and recover losses
- Drive preventive measures (packing, loading, sealing SOPs) to reduce recurring S&D incidents
- Maintain MIS/dashboards on complaints, TAT, and S&D trends
- Lead and mentor a small team of customer support and claims executives
What We're Looking For:
- Strong background in FTL/PTL transport operations, documentation, and claims handling
- Working knowledge of the Carriers Act and cargo insurance/claims process
- Excellent communication, negotiation, and problem-solving skills
- Data-driven, process-oriented, and comfortable managing a team under pressure
- Proficiency in MS Excel
Pay: ₹25,000.00 - ₹45,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
Application Question(s):
- How many years of experience do you have in customer service/support within a transportation, logistics, or 3PL company?
- How many years of experience do you have specifically in handling shortage & damage (S&D) claims or cargo claims management?
- Have you led or supervised a team before? If yes, how many members and in what function?
Work Location: In person
