The role will drive operational excellence by ensuring process compliance, internal stakeholder management, escalation handling, KPI/SLA achievement, process standardization and capability development across the Global Service Centre.
The incumbent will work closely with the onshore Control Tower, Billing, Finance and leadership teams to ensure efficient and standardized delivery of backoffice Operations services. This is a non-customer-facing role with no direct carrier or customer contact.
Base Location: Ghansoli, Navi Mumbai
Key Role Responsibilities
➢ Support end-to-end execution of order-to-cash / booking-to-invoice backoffice activities.
➢ Monitor backoffice operational performance against agreed KPIs and SLAs, including invoice accuracy, processing cycle time and exception aging.
➢ Review high-value and complex transactions, exceptions and data quality issues for accuracy and compliance.
➢ Manage internal escalations related to billing discrepancies, data mismatches and processing delays, and drive timely resolution.
➢ Coordinate with the onshore Control Tower, Billing, Finance and Customer Service teams (internal stakeholders only) to resolve process and data gaps.
➢ Provide guidance and support to team members on complex transactions and process exceptions.
➢ Review equipment record management, detention/demurrage accessorial calculations, empty repositioning and interchange transaction processing.
➢ Ensure compliance with established SOPs, governance frameworks, data privacy and operational controls.
➢ Support process transitions, knowledge transfer and stabilization activities for new Operations scope migrating to the GSC.
➢ Conduct root cause analysis on recurring data and billing exceptions and recommend corrective and preventive actions.
➢ Participate in automation, digitization and process improvement initiatives (RPA, EDI enhancements, TMS/billing system upgrades).
➢ Support preparation and review of operational reports, dashboards and management presentations.
➢ Deliver process training, refresher sessions and knowledge-sharing activities.
➢ Maintain process documentation, SOPs and knowledge repositories.
➢ Support internal and external audit requirements and ensure audit readiness for backoffice transactions.
➢ Drive a culture of operational excellence, process discipline and continuous improvement within a non-customer-facing environment.
Skills & Competencies
➢ Prior experience in Trucking, Intermodal/Drayage, Trailer Operations backoffice, Transportation/Logistics transactional support or shared services.
➢ 2–8 years direct experience in transportation/logistics backoffice operations, billing, order management or transactional support functions, ideally within a GSC/shared services environment.
➢ Experience in intermodal rail operations and/or chassis/container administration will be an added advantage.
➢ Strong knowledge of order/load management, documentation, billing/invoicing and accessorial processes.
➢ Understanding of equipment record management, detention/demurrage, empty repositioning, interchange and freight audit & pay processes.
➢ Experience managing internal escalations and cross-functional stakeholder coordination (non-customer-facing).
➢ Strong analytical, decision-making and problem-solving capabilities.
➢ Excellent written communication and internal stakeholder management skills.
➢ Experience working with TMS, billing/ERP platforms, EDI transactions and reporting/BI tools.
➢ Advanced knowledge of Microsoft Office applications, particularly Excel.
➢ Ability to coach, mentor and support junior team members.
➢ Ability to work independently and manage multiple priorities within a high-volume transactional environment.
➢ Flexible to work in rotational shifts as per business requirements, including night shifts, to align with US/global business hours.