Operations Key Account Management
CEVA LogisticsRepublic Of India, IN1 day ago
Job descriptionManage 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. Good knowledge of MS Office Strong analytical and problem solving skills; 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 Excellent communication skills (verbal and written)
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 :
Education & Qualifications :
Bachelor Degree
Experience :
Minimum 8 years of relevant working experience in
the logistics industry in similar capacity.
Specialist Knowledge & Skills :
both short-term / tactical and long-term / strategic
Interpersonal & Communication Skills :
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Key Account Management • Republic Of India, IN