Client Operations Management SpecialistCEVA Logistics • Republic Of India, IN

Client Operations Management Specialist

CEVA Logistics • Republic Of India, IN

15 days ago

Job description

Job Purpose :

To act as the expert for the route of responsibility, keeping track of existing + potential business as well as of market behaviours including identifying focus lanes or countries which reflect on tangible business opportunities.
To liaise with key account management, sales + operations to understand customer requirements, translating this for all key stakeholders.

Key Accountabilities :

Manage the agreed business scope between CEVA and customer operationally across the Ocean Product.

Support strategic reviews of account strategy, account / business plan and development to help and provide better operational execution.

Generate defined KPI’s & provide material for routine reviews, conducting root cause analysis when results are subpar and engaging the necessary team corrective measures.

Manage & monitor operational customers KPI’s for specific accounts to ensure service compliance & customer satisfaction. Responsible for country / regional performance.

Conduct and coordinate operational MBR / QBR’s for nominated customer(s) and internal.

Ensure customer operational reporting requirement are fulfilled.

Establish & maintain standard Operating Procedures when needed. Ensure Standard Operating Procedures are created, kept up to date, managed, distributed, and used by the business teams.

Proactively engage with country operation management & product implementation managers to validate non-standard process.

Identify recurring internal process failures / redundancies / problems to create action plans to drive operational improvements.

Report and review operational non-compliance with management & regional management.

Drive operational on boarding to new product awards to assigned account(s) and provide support to on-board business in conjunction with business implementation team.

Drive continuous improvement, including engagement & coordination of new initiatives with customer in automation, like EDI, BI tools, etc. with engagement of product and other departments when applicable.

Organize training, facilitate (when needed conduct) training (together with SPS / SME) to further explain customer’s operating procedures to Operation teams.

Maintain on-going knowledge of procedural and / or regulatory changes as well as information

published on the company’s intranets and ensure distribution of information vital to the operations of the department / team.

Primary point of liaison for day-to-day operational issues & for inquiries relating to operational process. Review & resolve customer’s or internal inquiries and concerns promptly & professionally.

Lead, coordinate, participate to initiatives when required.

Motivate and coach operational teams to focus on the best customer service.

Education & Qualifications :

Bachelor Degree

Experience :

Minimum 8 years of relevant working experience in

the logistics industry in similar capacity.

Specialist Knowledge & Skills :

Good knowledge of MS Office

Strong analytical and problem solving skills;

both short-term / tactical and long-term / strategic

Act as focal point for logistics related escalations and complaints, and all other quality matters

Able to deal with ambiguities, conflicting priorities and work under pressure

Interpersonal & Communication Skills :

Excellent communication skills (verbal and written)

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Operation Specialist • Republic Of India, IN

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