YOUR ROLE
Contribute business growth through ownership of CEVA operational relationship globally with strategic customers across Air, Ocean, Ground & Rail.
WHAT ARE YOU GOING TO DO?
- Manage the globally agreed business scope between CEVA and customer operationally across the CEVA products Air, Ocean and/or Ground & Rail.
- Support global strategic reviews of account strategy, account/business plan and development by working closely with GKAM and regional support to help and provide better operational execution globally.
- Generate defined KPI’s & provide material for routine reviews through B.I tools, conducting root cause analysis when results are subpar and engaging the necessary regional team for corrective measures there after present to customer for review.
- Manage & monitor operational customers globally agreed KPI’s for specific accounts to ensure service compliance & customer satisfaction. Responsible for global 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.
- Ensure smooth operations and efficient processes and engagement with key stakeholders where service failures are identified (non-compliance) and corrective action is in place by working closing with regional operation.
- Proactively engage with country operation management & product implementation managers to validate non-standard process.
- Identify recurring internal and external process failures / redundancies / problems to create action plan to drive operational improvement. This includes cost saving initiative / project within CEVA and/or customer
- Report and review operational non-compliance with management & regional management through use of appropriate analytic tools visualisation tools
- 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 across region.
- 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.
- Organise 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.
- Second Escalation point of liaison for operational issues & for inquiries relating to operational process. Review & resolve customer’s C-level or internal inquiries and concerns promptly & professionally. Maintain customer relationship at senior level and be comfortable in senior customer/CEVA environment
- Lead, coordinate, participate to initiatives when required
- Motivate and coach regional operational teams to focus on the best customer service globally.
WHAT ARE WE LOOKING FOR?
- Bachelor degree in transport & logistics.
- Operational experience in Air and/or Ocean freight.
- Experienced in customer meetings.
- Familiar with Continuous improvement methodology and analytic and visualisation tools.
- Analytical skills.
- Strong understanding of all global & local applications and SOPs/guidelines as well as regulatory & compliance rules.
- Ability to lead process reviews & facilitate user training.
- Excellent written & verbal communication.
- Solid organisational skills including attention to details and multitasking skills.
- Proactive with sense of urgency.
- Able to work independently in a team.
- Ability to communicate with people from operations to board level.
