Responsibilities
1. Primary point of liaison for service management of assigned customers.
2. Escalation management, able to analyze and identify root causes on service issues to ensure corrective and preventive actions are implemented effectively.
3. Work with Data and Process team to streamline processes and support for further improvements.
4. Present Dashboard reporting, daily shipment planning and shipment status update regularly.
5. Own and develop the regional relationship with the customer and defuse any tension that may arise and escalate accordingly when needed.
6. Track the performance of the whole network for the assigned account.
7. Follow up closely with Operations / Origins / Destinations to rectify the data issues or missing EDI transmissions till complete transmission.
8. Attend to queries from Customer, Operations / Entities on inbound and outbound with regards to events/milestones and deviation with reason codes.
Authorities
1. Execute control tower initiatives.
2. Ensure adherence to established work standards and work processes.
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