Position: D&T Manager - Customer Services Freight Business Process Engineer

Qualification: Bachelors degree in Industrial Engineering, Supply Chain, Logistics, Business Administration or a related field (Masters degree an advantage).

Number of post: 1

Office Location: Pune kharadi

Job Type: Full Time

Gender: Male/Female

Salary: As per company norms.

Previous Work Experience: Minimum 10 years' overall experience, including a strong track record in business process engineering, continuous improvement or operational excellence roles.

Interview Process: 2-3 Technical Round, 1 Assessment test

Roles & Responsibilities:

- Lead end-to-end process discovery, mapping and analysis (as-is / to-be) for Customer Services Freight workflows including quote-to-book, documentation, customs clearance coordination, shipment tracking, exception management, billing/invoicing queries and claims.

- Independently diagnose root causes of process delays, documentation errors, billing discrepancies and customer escalations using data-driven analysis, and design targeted improvement solutions.

- Design, pilot and standardize SOPs and process controls across freight stations, trade lanes and geographies, balancing global consistency with local regulatory, customs and carrier-specific requirements.

- Lead cross-functional, cross-geography process improvement projects (Lean/Six Sigma DMAIC, Kaizen) covering multiple modes of transport (air, sea, road) from initiation through to benefits realization.

- Partner with Freight Operations, Trade Compliance and Customer Service teams to simplify complex B2B customer journeys, reduce shipment cycle times, and improve documentation accuracy and on-time performance.

- Define and track process KPIs and control plans (transit time adherence, documentation error rate, billing accuracy, claims resolution time, customer effort score) and embed governance to sustain gains.

- Drive change management and adoption of redesigned processes and digital tools with freight operations teams, station managers and customer service agents across regions.

- Collaborate with Digital & Technology teams to define requirements for process digitization and automation (e.g. e-documentation, EDI, visibility platforms, workflow automation) that reduce manual handling and rework.

- Benchmark freight customer service processes against industry best practices and competitor forwarders, recommending improvements to strengthen competitive positioning.

- Build organizational process improvement capability by training and coaching freight operations and customer service teams in Lean/Six Sigma principles and tools.

- Prepare and present business cases, project status reports and improvement impact analysis to senior leadership and regional stakeholders.

- Ensure redesigned processes remain compliant with customs regulations, trade compliance requirements, and data privacy/regulatory standards across the geographies served.

Education & Certification:

- Bachelors degree in Industrial Engineering, Supply Chain, Logistics, Business Administration or a related field (Masters degree an advantage).

- Minimum 10 years' overall experience, including a strong track record in business process engineering, continuous improvement or operational excellence roles.

- Six Sigma Green Belt certification required; Six Sigma Black Belt strongly preferred.

- Lean/Kaizen certification or equivalent process excellence qualification is an advantage.

- PMP or equivalent project management certification is a plus.

- Prior experience within freight forwarding, logistics or supply chain industry is essential, with working knowledge of air, sea and/or road freight operations.

- Demonstrated experience leading process improvement initiatives independently and end-to-end within a Customer Service or freight operations environment.

- Proven experience leading projects across multiple countries, trade lanes and geographically dispersed, cross-functional stakeholder groups.

- Experience with freight/forwarding systems (e.g. TMS, CargoWise or similar), CRM and customer service platforms is highly desirable.

- Strong process mapping and BPM capability (e.g. BPMN, Visio, Signavio, ARIS or similar).

- Comfortable working with large datasets and reporting/BI tools (Excel, Power BI, Tableau or similar) to derive insight.

- Working knowledge of digital enablement and automation relevant to freight (EDI, e-documentation, visibility platforms, workflow automation).

Skills:

- Expert-level knowledge of Lean Six Sigma tools (DMAIC, VSM, root cause analysis, FMEA, statistical process control).

- Strong process mapping and BPM capability (e.g. BPMN, Visio, Signavio, ARIS or similar).

- Strong analytical and data skills, comfortable working with large, complex datasets and reporting/BI tools (Excel, Power BI, Tableau or similar).

- Solid understanding of freight forwarding operations, customs/trade compliance considerations, and the end-to-end freight customer service lifecycle.

- Strong change management, facilitation and stakeholder management skills, with the ability to influence without direct authority across cultures, geographies and trade lanes.

- Excellent communication and executive presentation skills; able to translate complex, technical process issues into clear business narratives.

- Working knowledge of digital enablement and automation relevant to freight (EDI, e-documentation, visibility platforms, workflow automation).

- Fluency in English required; additional regional languages an advantage given multi-geography scope.

Core Competencies:

- Strategic and analytical thinking with a bias for structured problem-solving.

- Independent, self-directed delivery able to lead complex initiatives with minimal oversight.

- Cross-cultural collaboration and stakeholder influence across geographies and organizational levels.

- Customer-centricity balanced with commercial and operational pragmatism.

- Resilience and adaptability in a fast-paced, multi-country operating environment.

- Coaching and capability-building orientation to embed a continuous improvement in culture.

Key Performance Indicators (KPIs):

- Reduction in shipment cycle time, documentation errors and billing discrepancies.

- Improvement in on-time performance, transit time adherence and claims resolution time.

- Customer satisfaction (CSAT/NPS) and escalation/complaint volume improvement following process interventions.

- Number and value of process improvement projects delivered on time, on scope and with realized benefits.

- Percentage of freight stations/trade lanes operating on standardized SOPs.

- Process improvement capability uplift within freight operations and customer service teams (training/coaching delivered).