Implementation Supervisor

AREAS OF RESPONSIBILITY (Responsibilities and expected outcome)

Main Duties / Key job task in-charged:

• Lead Customer Operation Support Team to maintain customer key performance indicator (KPI’s)
• Overseeing and assessing customer service staff activities
• Strategizing and monitoring daily activities of customer service operation.
• Assisting customer service staff with duties where required.
• Develop standard procedures and policies for improving the service provided to customers.
• Ensure that customer service team has excellent communication, problem solving and professional phone
• Supervise Customer Profile validation
  • Monitor Customer Profile validation in coordination with the Customer Sales Support (CSS) as well as with Management
  • Monitor customer order acceptance and its follow up process to International Freight Forwarding Operator (IFFO) for simple shipments
• Deal with complex shipments
  • Secure correct implementation of new traffics
  • Receive and Monitoring International Freight Forwarding Operator (IFFO) record customer order in the TMS (Transport Management System); validate alignment of the customer order with our offer (quotation, SOP)
  • Define the execution plan (routing), considering related constraints (embargoes, Transit Time, requirement…), in coordination with Middle Office Solutions
  • Collect requested documents (Commercial Invoice, Packing List, etc.)
  • Investigating and solving customer service complaints.
  • Assisting with development and implementation of service policies, and explaining these to staff and customers.
• Follow the Customer Order – Provide customer Supply chain visibility
  • Daily monitoring of shipments and drive corrective actions according to events
  • Be accountable for end-to-end data quality fill in by International Freight Forwarding Operator (IFFO)
  • Trouble shoot the entire shipment to anticipate and prevent service failures
  • Alert the customer team in pro-active way to track events and propose Backup solutions
  • Act as the key contact for the other COSs on any traffic related to their entity
  • Inform Front Office team in case of recurrent problems related to Customer Profile
• Propose optimized routes and consolidation
  • Understand the service contract and solution proposed to the customer
  • Contribute to analyze the customer flows on a regular basis and propose optimization
  • Cooperate with the local account manager and supply chain engineers to optimize
• Contribute to improve Partners and Vendor performance
  • Assess and give feedback to our partner’s/ vendors performance (Contribute to inform the data assessment)
  • Set up or Monitor corrective action plans especially in term of supporting the procurement team in vendor assessment
• Delivery customer Satisfaction
  • Reactivity: Use the tools and communication to react to customer requests
  • Act as 1st escalation point of contact for the customer
  • Identify and record savings (benefits tracking) delivered to the customers.
  • Ensure that customer complaints are resolved in a professional manner.
• Transversal communication
  • Communicate with operations and sales team
  • Provide his/her expertise in transportation management
  • Contribute to provide information in term of formulating SOP details by local account manager
  • Contribute to the implementation of new customer
  • Use of the technologies to be more efficient and work with the CBS
• Create the reports and analysis to give consolidated vision of the flows for the assigned portfolio, monitor delays and deliveries events using all the necessary Bolloré Logistics IT solutions (Track & Trace Link)
• Fill in and produce a Local reporting to the customer and provide the raw data to local account manager for Monthly/ Quarterly Business Review process
• Issue tracker of service deviation with monitoring of solution implementation and efficiency
• Ensure and monitor team compliance to the Bollore’s Code of Conduct and Company’s regulations
• Ensure team understanding and implementation on Bollore’s Value in daily work behaviors
• Plan and monitor team performance including give coaching and counselling needed to deliver expected outcomes
• Participate in the set-up and follow-up of internal standard procedures to enhance productivity and transparency
• Maintain acceptable Health, Safety and Environmental risk levels in his/her area of responsibility
• Ensure the compliance with applicable legal requirements

etiquette skills for achieving customer satisfaction.