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Regional Control Tower Customer Account Lead
CEVA LogisticsKuala Lumpur, Kuala Lumpur, Malaysia16 jam yang lalu
Penerangan pekerjaanCollaborate with RAM in supporting business review materials on a periodic basis (monthly & quarterly) Participate in Customers’ business reviews with RAM to present analysis of contractual transportation service performance and identify recurring issues with analysis and a structured improvement plan Regularly engage with Customers to propose and share improvement processes and action plans Monitor performance and highlight ambiguities or actions needed to stakeholders Provide consolidated views of customers’ claims and facilitate action plans on recurrent issues Ensure CEVA internal stakeholders communicate with customers on constructive solutions and corrective actions as requested Proactively source alternative solutions and execute with mutual agreement with Customers; identify and define potential risks to mitigate delays, deviations or financial loss Ability to develop alternative solutions in response to deviations at geographical level Adapt quickly to transfer risk management into alternative solutions to minimize service disruption Support in preparing backup solutions with CEVA network contacts during force majeure or high-risk shipments Proactive communication to Customers about potential and current impacts on shipment activities and market updates Follow structured alert management to communicate with Customers about event descriptions, duration, potential impact, and action plans / BCP At least a Bachelor’s degree in Business, Logistics & Supply Chain or related field At least 3 years of experience in customer support on key accounts / international freight forwarding contract operations management Excellent knowledge of freight forwarding in air, sea, customs brokerage and related processes Good command of Microsoft Office tools (Excel, Power Point) Customer-centric mindset Knowledge in DG Cargo Positive attitude with service improvement mindset Meticulous with ability to organize and prioritize tasks to achieve objectives Ability to work independently in a fast-paced environment
Regional Control Tower Customer Account Lead
CEVA Logistics, a world leader in third-party logistics, provides global supply chain solutions. CEVA Logistics offers end-to-end, customized solutions in contract logistics and air, ocean, ground and finished vehicle transport in 170 countries worldwide.
About the role
As part of the Regional Control Tower team, this role will lead a top account, collaborating with stakeholders in the APAC region to ensure customer requests and requirements are met, troubleshoot operational difficulties and provide innovative solutions to improve future performance.
What you will be doing
- Consistently monitor emails and respond in a timely and professional manner to Customers and CEVA network to provide full visibility to Customers
- Responsible and familiarize with track & trace systems (LINK)
- Build and maintain clear communication and escalation matrix with customers and internal network for ease and simplicity through point of contact and escalation
- Lead periodic conference calls with network points of contact to review changes and implement process improvements, performance reviews, standard operating / transportation plans, and dashboards
- Proactively monitor and alert internal network and Customers in the event of service deviations from standard transportation mapping
- Collaborate with internal network points of contact on irregularities, providing well-prepared and constructive information to Customers in a timely manner
Improvement - Business Review Support & Claims Management
The successful candidate
CEVA Logistics is a diverse global business dedicated to creating an inclusive environment that respects all backgrounds and experiences.
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Buat amaran kerja untuk carian ini
Customer • Kuala Lumpur, Kuala Lumpur, Malaysia
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