This is a one year contractual role. As part of the Regional Control Tower team, this role will lead a High-tech account, working with other stakeholders in the APAC + IMA region to ensure customers’ requests and requirements are met, troubleshoot operational difficulties, and provide innovative solutions to improve future performance.
RESPONSIBILITIES
a) Monitor Customer Activities
- Consistently monitor emails and respond in a timely and professional manner to Customers and the Bollore network to provide full visibility to Customers.
- Responsible and familiarize with track & trace systems (LINK).
- Continuous update through communications on current statuses from Bollore network, international carriers, and sub-contractors, troubleshooting any irregularities, and being well prepared to construct information flows smoothly and timely to customers.
- Proactively alert Bollore network and Customers in the event of any service deviation from standard transport mapping.
- Ensure that contractual rates and agreed plans are always closely followed and aligned with Customers’ expectations
- Work closely with RAM/GAM in preparing business review materials on a periodic basis (monthly & quarterly).
- Lead periodic conference calls with Customer's Control Tower or Key Contacts in reviewing the Dashboard Reports and time-critical shipments.
b) Transformation & improvement
- Active participation in business reviews together with RAM/KAM to present our contractual performance and identify common service issues.
- With the support of peers, able to relate to customers in transposing recurrence service issues (through the monthly performance analysis) into any improvement level that could value add to the next KPI performance.
c) Claims Management
- Provide consolidated views of the customer’s claims (complaints) and facilitate action plans on recurrent issues.
- Ensure internal stakeholders communicate with customers on constructive solutions and corrective actions as per the customer’s requests and agreement.
d) Back-up/Rush Solution
- Proactively source for alternative solutions and execute with mutual agreement with the customer.
- Identify, evaluate, and adequately define any potential risks to mitigate any severe delays, deviations, or financial loss to the customer.
e) Alert Management
- Proactive communication to the customer of all potential and current impacts for their related shipment activities and sharing market updates specific to events that occur in the country/region.
f) Specific Activities
Carrying out any other request made by their manager.
- At least 3 years of experience in flow management/control tower / IFF contract operations management / key accounts
- Knowledge of DG cargo will be a plus
- Interest and capabilities to work with data
- Solid knowledge of freight forwarding operations and processes.
- Proficiency in Excel and Powerpoint
