Freight Forwarding Operations - Road/Rail Freight (Trucks/Trailers)

Dp World Global Service Centre; Navi Mumbai; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Dp World Global Service Centre in Navi Mumbai is seeking a seasoned backoffice professional to support end-to-end order-to-cash and billing activities in a high-volume environment.

The role involves monitoring KPIs, reviewing high-value transactions for accuracy and compliance, and coordinating with onshore teams to resolve data gaps. It requires strong analytical skills and a proactive approach to process improvements.

Qualifications

• Bachelor's degree required.
• 28 years direct experience in transportation/logistics backoffice operations, billing, order management or transactional support.
• Experience in rail operations and/or chassis/container administration is an added advantage.
• Strong analytical and problem-solving abilities; excellent written communication.

Responsibilities

• Support end-to-end order-to-cash and backoffice activities.
• Monitor KPIs and SLAs for invoice accuracy and cycle time.
• Review high-value transactions and data quality for accuracy and compliance.
• Manage escalations related to billing discrepancies and delays.
• Coordinate with onshore control tower, billing, finance and customer service teams.
• Provide guidance to team members on complex transactions and exceptions.
• Review equipment record management, detention/demurrage calculations and interchanges.
• Ensure compliance with SOPs, governance, data privacy and controls.
• Support process transitions and knowledge transfer for new scope migrating to GSC.
• Contribute to automation and process-improvement initiatives.
• Prepare operational reports, dashboards and management presentations.
• Deliver training and maintain SOPs and knowledge repositories.

Skills

Trucking backoffice

Drayage operations

Trailer operations

Logistics transactional support

Shared services

Rail operations

Chassis administration

Order management

Billing/invoicing

Documentation

Accessorial processes

Excel

TMS

EDI transactions

BI tools

Education

Bachelor's Degree in any discipline

Tools

TMS software

ERP platforms

EDI systems

BI tools

Job description

Shift time: Europe/UK shift

Weekends working with weekly off.

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, Drayage, Trailer Operations backoffice, Transportation/Logistics transactional support or shared services.
• 28 years direct experience in transportation/logistics backoffice operations, billing, order management or transactional support functions, ideally within a GSC/shared services environment.
• Experience in 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.

Education & Qualifications

• Bachelor's Degree in any discipline.