Manager, Air & Ocean Operations - Kuala Lumpur

Manager, Air & Ocean Operations - Kuala Lumpur

The role involves planning, organizing and overseeing operations between customers and FedEx internal teams, ensuring smooth service delivery. It includes capturing and analyzing data to identify customer and operational issues, aiming to enhance service levels and meet performance goals. The role requires effective communication to resolve customer inquiries related to Freight or logistics warehousing, leveraging industry expertise. Additionally, it involves assessing customer needs and tailoring Freight and logistics solutions accordingly. Developing and maintaining strategic partnerships is crucial, along with identifying growth opportunities and offering value-added services. Monitoring customers account and formulating appropriate responses is key. The position contributes to shaping the overall account strategy in collaboration with the Station Manager, ensuring its successful execution at the local level. The individual is responsible for managing Key Accounts and Customers revenue, with a focus on maximizing revenue and expanding business share.

Responsibilities

Commercial perspective

Develop gross revenue set as target and HUNT for new businesses / accounts for air product, ocean product and value added services solutions.

Ensure attainment of revenue and margin / yield goals for assigned FedEx accounts.

Develop and implement a comprehensive strategy for each account that ensures attainment of all required sales activities to include sales calls, service calls, proposal presentations, VIP trips, as well as any other sales activities.

Establish relationships with senior officer levels within assigned accounts.

Develop and maintain account intelligence system that records, stores, and reports all sales activities, account information, marketplace and industry information, competitive information, as well as any other necessary information.

Direct the development and implementation of Sales and Marketing programs within assigned accounts.

This position will require collaborative selling with 1-FedEx Sales team, as well as the ability to work effectively and efficiently with the other FedEx operating companies.

Monitor FedEx companies product quality and customer satisfaction within assigned accounts.

Direct and / or execute problem resolution for all assigned accounts.

Developing, monitoring and implementing solution for any new projects assigned by senior managers till golden hand shake to Operations.

Maintains and keeps customer SOP up-to-date, understands SOP and KPI to meet services requirements.

Supports and improves the alignment between customer requirements / expectations and FedEx network policies, processes and procedures.

Acts as the bridge among the customers, sales and operations.

Controls, monitors and reports issues, improvement plans and performances on a monthly basis.

Need to attend customers meeting or workshop.

Requirements

Bachelor’s degree or equivalent, preferably in business.

Above five (5) years of directly related freight forwarding experience and two (2) years of consultative business development experience with emphasis on trade lane development.

Provide market data such as potential customer, trade lane development, traffic mix, sector and competition.

Achieve major account sales goals, to plan and to execute major customer sales strategies.

Ability to seek out available resources to create preliminary comprehensive account overviews and summaries.

Basic financial competitive analyses by industry vertical, quantitative benchmarking preferred.

Track record of success in a large, high powered freight forwarding environment.

International transportation experience is mandatory, domestic transportation and / or distribution background can complement but not replace international experience.

The ability to function and flourish in a matrix management company.

Fluency in English and local languages, both spoken and written.

Effective analytical, problem solving, communication, negotiation and consultative selling skills.

Self-starter who is self-motivated to accomplish sales goals and objectives with minimal daily supervision.

Professionalism and persuasive presentation skills with the ability to grasp and communicate complex value propositions.

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