About this role
As part of the Regional Control Tower team, this role will lead a High-tech account, working with other
stakeholders in the APAC + IMA region to ensure customers’ requests and requirements are met, troubleshoot operational
difficulties, and provide innovative solutions to improve future performance.
What you will be doing
Monitor Customer activités
Consistently monitor emails and respond in a timely and professional manner to the Customer and Bollore network toprovide full visibility to the customer
Utilize a track and trace system to monitor customer customers Lead periodic conference calls to review new changes/changes/implementations of performance review, standardoperating/transportation plans, dashboards, and reports.
Proactively monitor and alert internal the network point of contact and the customer in the event of any servicedeviations from the standard transportation mapping.
Collaborate with internal stakeholders to troubleshoot issues in a swift and timely mannerBusiness Review Support
Work closely with the RCT Manager in supporting business review materials on a periodic basis (monthly &quarterly).
Present analysis of contractual transportation service performance and identify common / recurrence service issueswith analysis and a structured improvement plan.
Regular engagement with the customer to propose improvement processes and action plans.Claims Management
Provide consolidated views of the customer’s claims (complaints) and facilitate action plans on recurrent issues. Ensure internal stakeholders communicate with customers on constructive solutions and corrective actions as per thecustomer’s requests and agreement.
Back-up/Rush Solution
Proactively source for alternative solutions and execute with mutual agreement with the customer. Identify, evaluate, and adequately define any potential risks to mitigate any severe delays, deviations, or financial lossto the customer.
Alert Management
Proactive communication to the customer of all potential and current impacts for their related shipment activities andsharing market updates specific to events that occur in the country/region.
Specific Activities
Carrying out any other request made by their manager.The successful candidate
Essential
At least a bachelor’s degree in Business, Logistics & Supply Chain, or a related field of study At least 5 years’ experience in customer support on key accounts / international freight forwarding contract operationsmanagement
Excellent knowledge of freight forwarding in air, sea, customs brokerage, and processes Good command of Microsoft Office tools (Excel, PowerPoint) Customer-centric mindsetDesirable
Positive attitude with a service improvement mindset Meticulous and ability to organize & prioritize to follow through tasks till objective being achieved Ability to work independently in a fast-paced environmentYou will enjoy:
- Dental
- Medical
- Parking
- Birthday Leave
- Festival Leave
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