OVERVIEW
This position must be familiar with the freight and contract logistics business and must be able to meet customer's operation and reporting requirements in the region. He / She must also be able to work closely with the Nippon Express Global Network to provide the best-in-class support to the customers.
The successful candidate will be part of the Operational Key Account Management team to help drive growth in market shares of freight, logistics and transportation businesses within the Nippon Express SAO organization.
JOB PURPOSE
- Acts as the primary contact for multi-Geo and / or multi-product customers.
- Maintains day-to-day interaction with customers to ensure operational execution of customer requirements, to resolve customer issues, to identify ways to improve service, and to add value to the relationship.
- Carry out successful basic customer onboarding and implement the engagement processes with respective stakeholders.
- Champion and represent the customer's business requirements in the organization.
- Improve the service to the customer and profitability to the organization.
- Ensure that Nippon Express performance to the customer is within agreed performance and costs levels.
- Act as liaison between the customer and the various Nippon Express SAO divisions.
KEY RESULT AREAS
- Serve the customer through issue resolution, process improvement, resolution of process and service failures, rectification of invoicing accuracy, improve reporting accuracy, and improve overall client responsiveness.
- Develop and maintain an internal and global contact list and escalation tree for each customer.
- Maintain SLA compliance and carry out timely KPI metrics reporting.
- Work closely with the Nippon Express HQ and Global Network offices to carry out seamless onboarding of the customer.
- Kick off new customer implementation with respective stakeholders.
- Monitor all agreed KPIs associated with Nippon Express SAO's commitment to the customer for transportation, freight and hub-related services.
- Handle customer issues that go beyond day-to-day operations or those that are escalated for resolution.
- Understand customer's business and the environment that they operate in to be able to resolve the customer's business and operation issues.
- Develop and maintain WI, SOP or reporting deck for the customer.
- Assume responsibility, in conjunction with respective project analysts, for successful implementation of projects.
- Actively identify, measure and improve performance levels for the customer.
- Participate and validate contract rates with respective KAMs and pricing teams.
- Drive automation for reporting requirements.
- Carry out other tasks and assignments given by the Management.
QUALIFICATIONS & EXPERIENCE:
- Possess a Bachelor's Degree or Diploma.
- Minimum 3 years experience in logistics or supply chain management, equipped with ocean and airfreight knowledge.
- Candidate with supplier management, program / key account management experience will be a bonus.
- Proven hands-on experience in cross-functional involvement, like working with sales, solutions, industrial engineering, or customer support teams.
- Good verbal and written communication skills in English. A second language skill will be advantageous.
- Proficient in common office applications, e.g. MS Office.
PERSONAL QUALITIES
- Objective-driven.
- Good time-management skills.
- Flexible and able to respond to changes.
- Able to communicate with all management levels.
- Independent and resourceful.
- Able to work under pressure.
- Excellent analytical, communication and interpersonal skills.
- Strong organizational skills.
