4PL Operation Manager (PRISM Supply Chain Asia Sdn Bhd)

About this role

Manage and structure the 4PL Hub and its Operational Team to deliver to multiple major accounts, multiple customers, Visibility, Proactivity, Reactivity, Optimizations and a High level of Satisfaction.

The 4PL Hub Manager will be responsible for management of all below mentioned functions inside his/her allocated 4PL Hub

✓ Team Management

• Support team on escalation
  • Address their doubts, positions they must assume, motivation, behavior control, delays, misses to work, anticipate holidays scenarios, Customer instructions, organize the team when backups needed.
  • Manage Escalation and deviations (see Escalation topic)
• Holidays schedule.
  • Maintain updated holiday schedule on collaborative platform
• Operational Excellence (see next Topic)
  • Ensure Continuous Improvement approach thanks to regular (weekly) meeting.
  • Check daily Dashboard to ensure operation are going well.
• Ensure team roles and responsibilities are well applied as per customer requirement and PRISM job profiles definition
• Ensure team’s versatility and turnovers, implement and put in place improvement actions if necessary

✓ Operations

• Ensure that the business processes are known and applied by each operations team members : Front & Back Offices
• Ensure that all operations are under control : planning, booking, monitoring
• Ensure that the contractual service levels are delivered in operation matching with contractual KPI’s (reception of customer need, ensure the need is addressed as per contract, and monitoring of the business requirements (KPI, IT tool…) and follow of the N/C process.
• Ensure the operational risk analysis is known and updated each time a new risk or opportunity appears
• Ensure that all deviations are duly managed respecting the quality plan (Customer Complaints, Non-Conformities, Claims...) and are used to feed continuous improvement initiatives

✓ Quality

• Ensure the Quality Plan is contractual and respected by operations (complaints & claims management)
• Ensure the risk management program is applied and updated, each time a new major risk is identified
• Ensure that the business processes are written and updated

✓ Freight Audit

• Ensure that all cost (detailed invoices) charged by LSPs are checked vs agreed rate matrix and/or spot quotations.
• Ensure reconciling & reporting of any deviations are duly managed

✓ Operational Excellence / Continuous Improvement

• Plan and implement office procedures to improve efficiency (operational excellence), such as Morning Briefing.

• Review, analyze and continuously improve processes in liaise with S/C Engineer.
• Actively find value creation opportunities within the order management and shipping processes
• Manage and complete multiple tasks accurately and by deadline
• Establish realistic short and long-term goals and objectives
• Monitor progress towards desired objectives

✓ Call with Customers

• Meeting preparation (with support of team members)
• Depending on the plant, review will be weekly or bi-monthly
• Discuss all open topics (including IT, operations, special demands) and update action list
• Send minute of meeting

Challenges: receive feedback from IT in a timely manner

✓ Daily check of Customer 4PL incoterm location file

• Crosscheck report, between Incoterm location and arrival location name
• Detect anomalies and contact 3PL is case of issues

✓ Provide analysis to address customer escalations & special request handling

• Work on root cause and corrective actions proposal
• Handle customer requests that might be out of scope (example: extend free times at destination, alternatives with rates requests, etc.)

✓ Report to management → Operations Director

• Address all request from management
• Provide reporting on 3PL performance, quality, finance and hub productivity

✓ Control and Improve Logistic Service Providers Performances

• In liaise with Steering / 3PL manager:
• Contribute to assess and improve LSPs performance in liaise with the Steering.
• May animate meetings with LSPs in order to ensure Service Level and follow-up on hot topics and give feedback to the Steering.
• Set-up and/or Monitor corrective action plans in liaise the Steering.

✓ Complaint & Non-Conformity management

• Log the complaints and Non-Conformities in the dedicated tool.
• Ensure complaints and/or N/C are duly addressed to the relevant stakeholders (LSPs, 4PL, customer…)
• Analyze the feedback provided and challenge the 3PL LSPs if root cause and CAPA are not satisfying
• Forward the complaint and/or N/C analysis to customer
• If confirmed by Customer, close the complaint and/or N/C as justified or unjustified
• If not confirmed, review with 3PL LSP

✓ Scope Change reporting

• Identify and report to direct hierarchy changes which are supposed to be out of scope, or impacting operations

Technical

• Proven track record in a similar role, including team leadership in an international customer service environment.
• Minimum of 3 years of transport management or freight forwarding experience
• Minimum of 3 years of customer service experience, animating monthly customer operational reviews.
• People management experience is a plus
• Experience within a 4PL / Control Tower Structure is a plus
  
• Sound educational background or comparable business experience (international trade, logistics, supply chain etc.)
  
• Position in a matrix organization with a direct reporting line to the PnL owner (Country HMO), functional reporting to the Contract Manager.
• Customer: transport manager, customer care, operational buyer, regional head-quarters.
• 3PLs: both internal and competitors.
  

Behavioral

For this position, the successful candidate should provide a strong proficiency in customer service management, transport operation management, whilst showing proven record in stakeholder management.

• Excellent communication skills (English is a must, another language a +)
• Service minded personality
• Team management skills.
• Entrepreneurship minded.
• Hands-on approach, reactivity and curiosity, can-do and positive attitude
• Problem solving skills
• Solid working knowledge of standard computer applications including MS Office
• Ability to work under pressure.

• Dental
• Medical
• Parking
• Birthday Leave
• Festival Leave

Come and join the Prism’s family on this new exciting adventure!

We are expanding our 4PL activity in the Aerospace sector

Do not hesitate to contact us if you are interested to be part of our 24/7 team

Present in 3 continents, PRISM specializes in 4PL supply chain by integrating business and digital experts in the areas of Transport, Customs and Trade, allowing a high level of performance and transformation. We intervene through consulting missions and operations management services and position ourselves as strategic resources effectively engaged in the success of our clients. We follow a principle of obligation of results in which Performance (Ytp), visibility and Compliance prevail.