What are the responsibilities and job description for the Operational Key Account Manager (OKAM) position at Ceva Logistics?
CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.
We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.
DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?
Mission
To provide support to the OKAM and GAM to develop first class customer relations. To achieve operational excellence through enforcing customer SOPs, pro-active action, analysis, promote continuous improvement with key stakeholders. Work closely with stakeholders to optimize and build reports that are required by Tier 1 & 2 accounts that can be used for data analytics that will improve Bollore’s operational service, business development and continuous improvement plans.
Activities
A. Communication and Escalation
A1. Consistently monitor emails and respond in a timely and professional manner to Customers and Bollore network in order to provide full visibility to Customers
A2. Responsible and familiarize with track & trace systems (LINK)
A3. Responsible in building and maintaining clear communication and escalation matrix with customers and internal network for ease and simplicity through point of contact and escalation
A4. Lead conference calls with Key Stakeholders when reviewing new changes / implementation on processes of performance review, standard operating/transportation plans, dashboards report.
A5 Proactively monitor and alert internal network point of contacts and Customers in the event of any service deviations from the standard transportation mapping.
A6. Collaborate regularly through communications with internal network point of contacts on any irregularities, troubleshooting with well prepared and constructive information to Customers in swift and timely
A7. Ensure that contractual rates and agreed plans are closely followed and always aligned with Customer’s expectations.
B. Business Support
B1. Active participation in Customers’ business reviews together with GAM to present analysis of contractual transportation service performance and identify common / recurrence service issues with analysis and structured improvement plan that could add value to next KPI meeting (monthly & quarterly)
B2. Monitor the performance and highlight ambiguities or actions needed to concerned stakeholders
B3. Participate and lead internal implementation of New Accounts, New Lanes and New Requirements on existing accounts.
B4. Support in preparing back-up solutions with Bollore network in any state of high risked situations that can cause disruption to the expectations of the client.
B5. Proactive communication to Customers of all potential and current impacts for their related shipment activities and sharing market updates specific to events that occur in their region.
B6. Facility and communicate with customer on constructive solutions and corrective actions as per customers’ expectations
B7. Develop, Maintain, and update the Client SOPs and communicate within the network. B8. Manage and Lead RFQs, Spot Quotes and Solutions with Product/Pricing
B9. Follow and enforce the process on structured alert management to communicate with Customers proactively on specific event description, potential/impact of customers and actions plans/BCP.
Working relations
Internal working relations
- Bollore Network
- Bollore TEKA, Control Tower & RAM/GAM
- Relevant Stakeholders managing the top customers in all Bollore Network (worldwide) (ie Exec Mgmt, Product, Verticals, etc…)
External working relations
- Extensive Contact with Clients
General working conditions
Reporting lines
OKAM Manager
Functional: Director, Key Account Operations
Supervised functions
None
Resources/tools
Microsoft Office Tools (i.e. Word, Excel, Powerpoint, etc…), LINK, Tableau
Budget available
Special working conditions
SKILLS / CAREER STEPPING STONES / PERFORMANCE CRITERIA
TECHNICAL
- Extensive Experience in Freight Forwarding Industry
- Energetic and ability to thrive in a multi-national team environment
- Customer eccentric with ability to execute customer’s request collaborate & challenge into actionable tasks with internal network for satisfactory & structured fact-based response to customers
- Ability to create relationships in a network and with Key Stakeholders
- Ability to work cross functionally
- Excellent verbal and written communication skills
- Strong capacity of analysis
- Detail oriented
- Must demonstrate proficiency in Microsoft Office
BEHAVIOURAL
- Positive attitude with continuous improvement mindset
- Meticulous and ability to organize & prioritize to follow through tasks till objective being achieve Must demonstrate autonomy and proactiveness
- Resourceful and curious (with an inquisitive mind)
- Ability to adapt to a fast-paced working environment, with excellent organization skills and ability to multi-task
- Work with integrity and responsibility
- Team player and knows how to have fun!
LANGUAGE LEVELS REQUIRED
- Excellent level of English (both oral & written) with strong interpersonal communication skills
CAREER STEPPING STONES
PERFORMANCE CRITERIA
Our Organization is an equal opportunity employer. It is company policy that there shall be no discrimination against any employee or applicant on the basis of race, color, creed, ancestry, ethnic origin, gender, sexual orientation, marital status, family status, disability and/or age (as prescribed by law).
Please note: Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.
