Provides customer support through phone and email, resolves account, billing, booking, equipment, and service issues, and records interactions in CRM systems. Manages booking creation, approval, updates, and cancellations; coordinates with depots and service centers; generates sales leads; and prepares shift handover reports. The role requires strong communication, problem-solving, data-entry, multitasking, and customer relationship skills while meeting response-time, quality, and satisfaction KPIs.

Leads the organization’s EDI strategy, integration architecture, development, operations, and production support. Manages webMethods-based EDI and API integrations, transaction mappings, trading partner onboarding, automation, monitoring, incident resolution, and SLA performance. Oversees customer, vendor, logistics, and enterprise application integrations while mentoring onsite and offshore teams. Partners with stakeholders on technology initiatives, project roadmaps, delivery timelines, governance, and integration standards.