Job Purpose:
- To act as the expert for the route of responsibility, keeping track of existing + potential business as well as of market behaviours including identifying focus lanes or countries which reflect on tangible business opportunities.
- To liaise with key account management, sales + operations to understand customer requirements, translating this for all key stakeholders.
Key Accountabilities:
- Manage the agreed business scope between CEVA and customer operationally across the Ocean Product.
- Support strategic reviews of account strategy, account/business plan and development to help and provide better operational execution.
- Generate defined KPI’s & provide material for routine reviews, conducting root cause analysis when results are subpar and engaging the necessary team corrective measures.
- Manage & monitor operational customers KPI’s for specific accounts to ensure service compliance & customer satisfaction. Responsible for country/regional performance.
- Conduct and coordinate operational MBR/QBR’s for nominated customer(s) and internal.
- Ensure customer operational reporting requirement are fulfilled.
- Establish & maintain standard Operating Procedures when needed. Ensure Standard Operating Procedures are created, kept up to date, managed, distributed, and used by the business teams.
- Proactively engage with country operation management & product implementation managers to validate non-standard process.
- Identify recurring internal process failures / redundancies / problems to create action plans to drive operational improvements.
- Report and review operational non-compliance with management & regional management.
- Drive operational on boarding to new product awards to assigned account(s) and provide support to on-board business in conjunction with business implementation team.
- Drive continuous improvement, including engagement & coordination of new initiatives with customer in automation, like EDI, BI tools, etc. with engagement of product and other departments when applicable.
- Organize training, facilitate (when needed conduct) training (together with SPS/SME) to further explain customer’s operating procedures to Operation teams.
- Maintain on-going knowledge of procedural and/or regulatory changes as well as information
- published on the company’s intranets and ensure distribution of information vital to the operations of the department/team.
- Primary point of liaison for day-to-day operational issues & for inquiries relating to operational process. Review & resolve customer’s or internal inquiries and concerns promptly & professionally.
- Lead, coordinate, participate to initiatives when required.
- Motivate and coach operational teams to focus on the best customer service.
Education & Qualifications:
Bachelor Degree
Experience:
Minimum 8 years of relevant working experience in
the logistics industry in similar capacity.
Specialist Knowledge & Skills:
- Good knowledge of MS Office
- Strong analytical and problem solving skills; both short-term/tactical and long-term/strategic
- Act as focal point for logistics related escalations and complaints, and all other quality matters
- Able to deal with ambiguities, conflicting priorities and work under pressure
Interpersonal & Communication Skills:
- Excellent communication skills (verbal and written)