Overall Job Purpose
- For large customer with business in multiple stations:
- Ensures that especially complex service agreements with customer are met
- Acts as contact point for allocated Senior Mgmt of key customer
- Handles escalations
- Coordinates and improves customer OP-related processes
- Identifies and collaborates to secure new business with appropriate commercial owners
Qualifications
- Proven track record in a CS Team Leader/other customer facing role with specific experience in servicing key customer
- Excellent knowledge of forwarding business, DGF products(AFR/OFR) and business systems
- Excellent understanding of customer needs
- Excellent knowledge of CS processes and systems
- Excellent analytical and problem solving skills
- Proven project mgmt skills
- Self-directed and proactive working style
- Excellent communication and negotiation skills
- Fluent in English communication (verbal/written)
Reporting Lines
- Head Program Management (solid)
- If no Head Program Management, reports to Vice President
Sales & IWS (solid); the same applies if no additional Head Program Management justified as per span-of-control guideline
Main Tasks & Key Responsibilities
- For large customer with business in multiple stations:
- Reviews and ensures achievement of customer specific KPIs and service agreements
- Coaches relevant stations to ensure that the customer OP is followed and specifications are met
- Provides performance reporting
- Maintains communication will internal/external/third parties to meet customer expectations
- Provides proactive problem resolution and corrective actions to ensure excellence in service
- Handles escalations or escalates further, if required
- Develops sustainable relationship with allocated senior mgmt customer
- Coordinates and monitors customer OP-related processes
- Engages with responsible functions to design process improvements as needed
- Identifies customer needs, collaborates with appropriate commercial owner or up-sells if applicable
- Coordinates implementation of additional business
- Participates in reviews with Head of CS, Managers, other Customer Program Specialists to identify areas of improvement, reviewing KPIs and
- enhancing overall service quality
