Job Definition and Purpose
- Oversee the operational activities and maintain close relationship with the client
- Maintain close working partnership with the Commercial Key Account Manager
- Ensure that Clasquin's service commitments to the client are upheld
Core Duties, Activities and Responsibilities
- Act as the client's main point of contact with Clasquin for operational matters
- Act as the escalation point for managing alerts, deviations and exceptions
- Lead and maintain relationship with the client through regular business reviews alongside the KAM and support teams (as needed)
- Manage and analyze KPIs set with the client
- Accountable for the quality of service delivered to the client
- Coordinate transport plans with Clasquin Group operational teams according to client requirements
- Provide support and information to ensure the implementation and adherence of operations in line with the framework defined with the client
- Collaborate with Clasquin Group networks and its agents to create, implement and maintain processes - e.g. SOPs / Wis etc)
- Responsible for data quality and integrity within both the client's and Clasquin Group's systems
- Support and coordinate the implementation of client-specific IT and/or EDI solutions in collaboration with internal teams (from scoping to deployment)
- Ensure in depth understanding of implemented solutions by all relevant partiesDemonstrate effective issue management by conducting root cause analysis and defining corrective and / or preventive actions
- Drive continuous improvement through understanding client needs and proposing and implementing solutions in collaboration with internal and external stakeholders
- Participate in and support RFQ / RFI / RFP processes by offering operational insights based on client requirements
- Ensure contractual rates are adhered to and maintain billing accuracy
- Other additional tasks including but not limited to: identifying new business opportunities (to be shared with the KAM), process flow optimization, collaboration with new entities etc
Specific Skills
- Multi-modal operational expertise (air, ocean, road, rail, customs etc)
- Ability to coordinate complex projects
- Strong analytical and summarization skills
- Good communications skills
- Good knowledge of M/S office skills
- Good understanding of IT systems and requirements (e.g. EDI requirements)
- Knowledge of Cargowise system is a plus
Soft Skills
- Strong interpersonal and customer service skills
- Able to work well both in a team setting as well as autonomously
- Able to take initiative to resolve issues
- Intellectual curiosity, innovative mindset and results-oriented
- Organizational skills
