Landside Operations Agent

About the role

Provide diversified inland transportation services—including trucking, railway and barge—to meet varied customer requirements. Manage internal system updates and customer requests promptly, ensure supplier fulfillment without delay, and gather supplier feedback to improve inland delivery performance and customer experience. Support volume growth, maximize profit and enhance customer satisfaction.

Key responsibilities

• Deliver processes that improve productivity and service levels to achieve on‑time delivery.
• Dispatch orders with a cost‑saving mindset while maintaining safety and reliability standards.
• Execute efficiency initiatives, accelerate complaint resolution, challenge business rules and optimise end‑to‑end service delivery.
• Suggest viable alternatives and resolve customer complaints within stipulated timeframes, ensuring compliance with local policies.
• Minimise avoidable extra costs by providing alternative solutions and turning demanding situations into positive experiences.
• Capture Voice of Customer regularly and provide feedback to improve inland delivery performance.
• Handle system updates and customer requests according to defined processes.
• Ensure all relevant costs are updated in systems and charges are passed to the CX team.
• Share best practices and knowledge across the team.

Required profile

• Experience in operational efficiency and customer service within logistics.
• Awareness of legal/commercial frameworks, company strategy, market trends and competitor landscape.
• Strong communication and problem‑solving abilities.
• Comprehensive knowledge of logistics products and services offered in the region.
• Understanding of customers' supply‑chain needs, volume patterns and pain points.

Required skills

• INCOTERMS
• Customs documentation
• HS Code
• Import/Export processes
• HSSE
• Environmental compliance
• Financial management (invoicing, dunning, profitability management)
• Working knowledge of ILSE
• Working knowledge of BST