The OKAM has a clear focus on performance management and improvement of operational efficiency while ensuring that service level agreements are fulfilled.
The OKAM is responsible for customer retention and for contributing to Key Account growth.
The OKAM will expand on customer relationships through shipment data analysis, continuous improvement and optimized service offerings proactively addressing concerns.
Responsibilities:
- Sustain awarded business and support related growth
- Drive operational efficiency and performance
- Prepare operational data and present performance results
- Develop and control KPIs and improve data quality by proactive collaboration with Cluster Operations
- Escalate and follow through on operational, data quality and KPI issues by conducting root cause analysis and defining corrective actions
- Serve as single point of contact for all operational issues and escalations, with a responsibility of updating relevant stakeholders
- Drive customer satisfaction by implementing value added solutions and continuous improvement projects
- Implement new lanes of existing key accounts to ensure customer service level agreements are met
- Maintain customer SOP and ensure communication and training is provided
- Ensure that the customer set up in company systems is in place including relevant interfaces and reporting solutions
Competencies:
- Effective communication skills and professional communication etiquette
- Ability to multi-task
- Familiar with continuous improvement methodology
- Decision-making and problem-solving skills
- Ability to prioritize and manage time
- Attention to detail and accuracy
- Organizational skills
- Perform well under pressure
- Customer focused thinking
- Process driven mindset
Experience & Qualifications:
- Has 5 years experience with a multi-modal (air & ocean) international logistics company in an operations or client management role is preferred.
- Fluency in English (both written and spoken) is preferred
- Advanced knowledge of Microsoft Office Software required
- Knowledge of TMS (TANGO) is preferred
- Project and Change Management
