Bolloré sedang merekrut seorang
Regional Control Tower - Customer Account (CA) Lead (ASPAC)
Loker ini dibuat lebih dari 2 bulan yang lalu
Responsibilities
A. Monitor customer’s activities
- Consistently monitor emails and respond in a timely and professional manner to Customers and Bollore 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 periodic conference calls with network point of contacts in 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
B Improvement
- Collaborate closely with RAM in supporting business review materials on periodic basis (monthly & quarterly)
- Active participation in Customers’ business reviews together with RAM to present analysis of contractual transportation service performance and identify common / recurrence service issues with analysis and structured improvement plan that could value add to next KPI level
- Regular engagement with Customers to propose and share improvement process and action plans
- Monitor the performance and highlight ambiguities or actions needed to concerned stakeholders
- Provide consolidated views of customers’ claims (complaints) and facilitate action plans on recurrent issues
- Ensure BLX internal stakeholders communicate with customer on constructive solutions and corrective actions as per Customers’ request and agreement
C Anticipate
- Proactively source for alternative solutions and execute with mutual agreement withCustomers. Identify, evaluate and adequately define any potential risk of circumstancesto mitigate any severe delays, deviations or financial loss to Customers by proactivelycommunicating with them
- Ability to work on alternative solutions in the event of any deviations that may be atgeographical level
- Adapt quick and flexible ideas to transfer any risk management into alternative solutionsto ensure any service disruption could be recovered smoothly
- Support in preparing back-up solution with Bollore network point of contact in any state offorce major or highly risked shipments to assure Customers of their activities at minimaldisruption or adjustment
- Proactive communication to Customers of all potential and current impacts for theirrelated shipment activities and sharing market update specific to events that occur incountry / region
- Follow the process on structured alert management to communicate with Customersproactively on specific event description, duration of event, potential / impact ofcustomers and action plans / BCP
- Possible business trips on Bollore and Customers sites mainly in Asia Pacific.Back up of other colleagues in the team during absence or peak in workload.
- International Freight Forwarding
- A Tertiary Education
- More than 3 to 5 years’ experience in customer support on key accounts / international freight forwarding contract operations management (knowledge in DG cargo will be a plus)
- Very good knowledge of freight forwarding operations in air, sea, customs brokerage and processes
- Good command of Microsoft Office tools (Excel, Power Point)
- Mature and independent individual with a team player mindset
- 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
- Positive attitude with service improvement mindset
- Meticulous and ability to organize & prioritize to follow through tasks till objective being achieve
- Good Command of written and spoken English
- Effectively Bilingual
- IT In-House System (LINK)
- BI Tableau
You will enjoy:
- Dental
- Medical
- Parking
- Birthday Leave
- Festival Leave
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