Job Details:
·Role name : Forwarding Operations (Integration)
·Level : Manager
Shift : American shift 6:30PM – 3:30am (Rotational)
- Exp : 10+years
- Candidates need to have exp in a support, technical onboarding, or integration-related role.
- Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and CRM tools.
- Strong understanding of data exchange protocols.
- Education : Bachelor’s degree in computer science, Information Systems, Business, or a related field.
- Industry : Shipping (Must have)
- Should have excellent communication skills. (Verbal and written)
Key Responsibilities:
Serve as the main liaison for business stakeholder post-project delivery to support successfuloperational integration.
Monitor, troubleshoot, and resolve/drive resolution with technical, operational, business teams (e.g.,API, EDI, file-based interfaces) related to customer systems.
Provide documentation, training, and guidance to ensure operational teams can maintain integrations independently.
Coordinate internally with development, product, and customer success teams to address escalations or configuration changes.
... Track integration stability and performance to ensure ongoing reliability and compliance with SLAs.
Maintain clear records of support activities, customer communications, and technical findings in ticketing or CRM systems.
Recommend process improvements based on recurring issues or feedback from customers.
Support new feature rollouts or version upgrades that impact integrated customers.
Drive change requests through project management end to end
Maintain a knowledge base and support materials to assist customers with common issues or questions.
experience
14
