What are the responsibilities and job description for the Operational Key Account Manager position at CEVA Logistics?
YOUR ROLE
Are you known for first class customer relations skills? If so, we have an opportunity that would allow you 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 CEVA’s operational service, business development and continuous improvement plans.
WHAT ARE YOU GOING TO DO?
Communication and Escalation
Consistently monitor emails and respond in a timely and professional manner to Customers and CEVA network in order to provide full visibility to Customers
Responsible and familiarize with track & trace systems (LINK)
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
Lead conference calls with Key Stakeholders when reviewing new changes / implementation on processes of performance review, standard operating/transportation plans, dashboards report.
Proactively monitor and alert internal network point of contacts and Customers in the event of any service deviations from the standard transportation mapping.
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
Ensure that contractual rates and agreed plans are closely followed and always aligned with Customer’s expectations.
Business Support
Active participation in Customers’ business reviews together with GAM to present analysis of contractual transportation serviceperformance and identifycommon / recurrence service issues with analysis and structured improvement plan that could add value to next KPI meeting (monthly & quarterly)
Monitor the performance and highlight ambiguities or actions needed to concerned stakeholders
Participate and lead internal implementation of New Accounts, New Lanes and New Requirements on existing accounts.
Support in preparing back-up solutions with CEVA network in any state of high risked situations that can cause disruption to the expectations of the client.
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.
Facility and communicate with customer on constructive solutions and corrective actions as per customers’ expectations
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.
WHAT ARE WE LOOKING FOR?
Experience in freight forwarding
Ability to work on own initiative and as part of a team
Prepared to learn all aspects of the team’s work with desire and able to provide assistance on a regular basis.
High level of PC with MS PowerPoint and Excel.
Good team player, with the abilityto monitor and motivate the staff and ability to work efficiently and accurately.
Excellent communication skills, customer focus with proactive attitude.
Strong organizational and communications skills, with good ability to present and articulate.
WHAT DO WE HAVE TO OFFER?
With a genuine culture of recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package with a focus on your wellbeing. This includes competitive Paid Time Off, 401(k), health insurance and an employee benefits platform that offers discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands, including important offerings like pet insurance. We are a team in every sense, and we support each other and work collaboratively to achieve our goals together. It is our goal that you will be compensated for your hard work and commitment, so if you’d like to work for one of the top Logistics providers in the world then let’s work together to help you find your new role.
ABOUT TOMORROW
We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us. You can stay in the same job family, find a new family to grow in (how about sales or supply chain?) or find your own path. Join CEVA for a challenging
