Operational Key Account Manager

YOUR ROLE

As part of the country level operations team this role is primarily accountable for the transactional and administrative execution of all shipment level operational tasks in alignment with global station and the GBS processes. This individual will act in accordance with strategy, tactical and operational guidance put in place by the AIR product organization. The individual will be expected to execute their role in accordance with CEVA operational excellence guiding principles.

Primary responsibilities include the daily delivery of superior operational administration, proactive service recovery and constant communication excellence all contributing to the overall customer satisfaction when engaging with CEVA. The individual will be tasked with executing all process and procedural requirements captured within the AIR IMPORT operational scope including the input & enrichment of shipment data (into the designated core operating systems & solutions) as well as the co-ordination and distribution of all shipment related information, status updates and required documents. This role is primarily responsible for the management & maintenance of the freight booking, booking optimization according to internal guidelines (as defined by Product) as well as the customer collection/pickup/final mile delivery arrangement and onward forwarding requirements, in conjunction with all service partners and internal colleagues / departments.

Ensures customer requirements are met and takes corrective actions in case of deviations from customer requirements. Quality & Compliance adherence - Ensures documents are completed and updated in a timely and efficient manner and according to regulations and internal procedures. Interacts with Customer Service, Product, and Global Business Services, where applicable

WHAT ARE YOU GOING TO DO?

Operational

• Prepare and drive monthly/quarterly business reviews with Client, representing Operations in the discussions with Client
• Analyze and deep-dive into customer satisfaction results (C-Sat, NPS), in coordination with the GKAM/RKAM
• Be the Operations counterpart in the negotiations with Customer, across all contract and opportunities, bringing Operational expertise into the discussions and challenging Product when required
• Coordinate the design of technical solution in tenders or complex projects (e.g. definition of transport plan and technical deliverables), in alignment with the GKAM/RKAM
• Analyze Customer's traded versus awarded volumes, pushing customer to deliver its targets in the Monthly Business Reviews and lead corrective actions when applicable
• Analyze and challenge the Net Revenue of the account, identify root causes of underperformance and optimization opportunities, challenging Product operations when required (e.g. productivity issues)
• Manage & coordinate correct KPI/KFI/KOI reporting with GBS and CS teams and monitor data quality
• Manage communication to Client on topics which might impact Client's operations, in coordination with GKAM/RKAM
• Be the customer's dedicated contact to supervise cross-regional operations and be the escalation level in the event of any issue, if local customer service is unable to solve it
• Support on operational services such as dispute settlement and be the escalation contact in case of invoicing reconciliation issues (similar for Claim Management)
• Ensure SOP are well understood by the network and monitor contract application across the network
• When identifying deviations, ensure an action plan is defined and monitor the corrective actions across regions (coordinate the Hypercare plan), in alignment with the GKAM/RKAM
• Propose contractual savings and re-engineering opportunities and coordinate execution (e.g. new routings, optimizations)
• Coordinate execution and daily management of the continuous improvement plan towards the client, from design to enforcement, in alignment with the GKAM/RKAM
• Drive internal workshops to review service capabilities versus customer or market requirements

Customer Service

• Primary focus is on internal customer service (engagement, interaction and relationship management of CEVA AIR departments & business partners)
• Administration Active participation in the operational process contributing positively to Countries SLA's and Global/Country operational KPI's

In addition to this you are required to carry out any other duties as reasonably required by your manager

WHAT ARE WE LOOKING FOR?

• Must possess at least a Bachelor's Degree in Customs Admin, Airline Operation/Airport Management, Logistic/Transportation or equivalent
• Has a minimum of three (3) years working experience on a Freight Forwarding / Logistics business
• Knowledgeable in Customs Procedure
• Knowledgeable in Air Cargo Freight Forwarding
• Knowledgeable in MS Office Applications
• Knowledgeable in Air Cargo Tracking
• Must be able to work under pressure
• Must have keen eye for details
• Strong communication & interpersonal skills
• Ability to coordinate, plan and monitor
• individual shipment level activity
• Experience within Air Operations (transactional)
• Experience working with customers (internal & external)

WHAT DO WE HAVE TO OFFER?

• HMO w/ 2 free dependents from day 1 of hiring
• Group Life Insurance
• Medical Reimbursement (includes eyeglasses)
• Sick Leave + Vacation Leave + Bereavement Leave
• Annual Performance Reviews w/ a chance of a salary alignment
• Annual Company Performance Bonus
• Retirement fund

ABOUT TOMORROW

We value your professional and personal growth. That's why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.