The Business Process Engineer – Customer Services Freight is accountable for analyzing, redesigning and continuously improving the end-to-end customer service and operational processes supporting the Freight Forwarding business (air, sea and road freight), including quotation, booking, documentation, customs coordination, shipment visibility, billing queries and claims management.
The role works closely with Customer Services, Freight Operations, Trade Compliance, D&T and commercial teams across multiple geographies to eliminate inefficiencies, standardize processes, and drive structured improvement initiatives that enhance customer experience, reduce turnaround times and operating costs, and strengthen service reliability for freight customers.
Operating at Manager level, the incumbent is expected to independently scope, lead and deliver complex, cross-border process improvement initiatives using structured methodologies (e.g. Lean, Six Sigma), and to influence senior stakeholders across different countries, trade lanes and business functions.
