You will be responsible for the Operational performance + development of assigned customers. You will need to work closely + support the Regional + National teams to ensure all committed KPIs are met. By analyzing + proactively seeking to improve processes + introduce automation, you will improve productivity + operational performance. Utilizing your strong forwarding + market knowledge, you will drive operational improvement to ensure customer satisfaction + service delivery in line with global Operational Key Account Management (OKAM) standards.
You will do this by working with a variety of internal + external stakeholders while focusing on the following key objectives.
- To effectively manage + maintain customer relationship + development.
- To support all operational related initiatives for customers.
- To lead in business + performance reviews (KPI) with customers + commercial lead.
- To manage + ensure compliance of key deliverables (KPI) with committed service levels.
- To create + update Standard Operating Procedures (SOP) at Regional level + ensure country adherence.
- To initiate + drive continuous process improvements.
- To collaborate with internal stakeholders to support the business requirements.
- To create + maintain reporting required for monitoring and analysing.
- To support + lead implementation + project initiatives as required.
- To support all RFQ and rates management activities.
- To ensure all SOPs, WIs and templates are updated and stored in a shared environment.
