Operations Key Account Management (OKAM)

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 KPIs & provide material for routine reviews, conducting root cause analysis when results are subpar and engaging the necessary team corrective measures.
• Manage & monitor operational customers KPIs for specific accounts to ensure service compliance & customer satisfaction. Responsible for country/regional performance.
• Conduct and coordinate operational MBR/QBRs 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 customers operating procedures to Operation teams.
• Maintain on-going knowledge of procedural and/or regulatory changes as well as information
• published on the companys 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 customers 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)