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Operational Key Account Manager (OKAM)

Date: 30-May-2019

Location: Houston, TX, US

Company: Panalpina

Req ID: 159743
Job Function: General Management
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Professional
Department: Air Operational Key Account (AF-19), General Management

Sub-department:

Location: Houston, TX (HOU), United States

Contract Type: Regular Employment

Full time/Part time: Full-time

Travel Required: up to 25%

Start Date: 25/03/2019

The Panalpina Group is one of the world's leading providers of supply chain solutions, combining its core products of Air Freight, Ocean Freight, and Logistics to deliver globally integrated, tailor-made end-to-end solutions. The Panalpina Group operates a global network with some 500 offices in more than 70 countries, and employs around 16,000 people worldwide.

We are looking to hire an Operational Key Account Manager (OKAM).

Purpose of Position

The OKAM is ultimately responsible for the operational excellence delivered to customer accounts across all products including 3PL CFS, Carrier Management and Event Management and acts as the “bridge” between operations and the customer as it pertains to service delivery. This requires close collaboration with all internal stakeholders including operations and systems. The role is responsible for Ocean Freight, Air Freight and Logistics operations.

* To lead dedicated team(s) of origin and / or destination operations inclusive of customer service (CS) and document processing (DP) for thriving of operational service excellence

* To ensure that the standard of service specified in the customer SOP, the relevant system SOP and working procedures is understood and well executed within the country

* To responsible for customer KPI performance and drive for meeting or exceeding KPI target

* To support business implementation team for business roll out for Ocean Freight, Air Freight and Logistics for assigned account(s)

* To build trust and develop a good relationship with customer, vendors and Market Representatives

* To monitor and control for vendor performance and drive for improvement

* To have a regular meeting, monthly / quarterly business review with customer and ensure origin performance is adhered to

* To be responsible for forecast management ensuring that sufficient space in the CFS and manage volume allocation with preferred carriers

* To control and monitor CFS subcontractor and operator performance and ensure that customer cargo shipments have been handled according to service agreement

* To be trained specific SOP, System training (myPanalpina+ and Scan & Receipt Tool), and CFS operation training

* To support Global Ocean Freight Control Tower Manager with new processes and/or initiatives roll out within an organization

* To be responsible for the daily CFS Operational tasks undertaken within the assigned account

* To be the leader of the direct reports towards both Warehousing Operations and Administrative Operations alike

* To ensure to work in conjunction with the Portfolio Manager and their direct reporting functions to ensure solid performance management on ground, in support of the overall operational network

* To develop and mentor the direct reports on ground

* To develop Innovations within the operational flows to help support driving operational and KPI performance levels

Key Tasks

* Continuous improvement, identify specific problems and root causes, installation corrective actions

* To ensure that the agreed KPI target is met

* To monitor and assure adherence to specific KPI’s and processes

* To drive, monitor and assure operational excellence delivered for assigned customer. Such as event updates, transit time performance, customer defined KPI’s, data quality, EDI transmission, dwell time management etc

* To ensure that the dwell time commitment with customer is adhered to for each shipment

* To monitor the team performance and adhere to shipment approval process

* To monitor transit time both FCL, AIR and LCL and ensure the shipment planning respect to agreed transit time

* To trigger contingency plan for service recovery in case of the expected failure in service performance

* To provide the information update to customer in case of shipment delay, market update etc.

* To support implementation team for a successful roll out of business

* To responsible for process improvement, operation efficiency etc.

Decision Making Authority

* Within the defined areas of responsibility

* Provide recommendations to Portfolio Manager and District Head of Products in regards to setup, structure, procedures, required capacities, etc for the particular projects

Function - / Market & Industry knowledge / Business Acumen / Process working

* Good knowledge of ocean freight and air freight is a MUST

* Experience in 3PL Ocean Freight and Air Freight services is preferred

* Experience in serving customers in freight forwarding is recommended

* Strong operations know how

* Sound process & project management skills

* Strong ability to define, train, develop and document operational processes and procedure

Skills & Competencies

* Experienced in Ocean Freight, Air Freight and Logistics

* Ability to communicate cross-functionally within a matrix organization

* Good communication skills

* Self-motivated, flexible and resilient

* High result orientation and customer focus

* Analytical and problem solving skills

* Ability to integrate and coordinate efforts / resources across functions and boundaries

* Good in networking & relationship building

* Willingness to challenge the status quo

* Ability to clearly and concisely present both written and oral information

* Ability to convince others

* Effective listening

* Capable to make informed judgments and to generate practical, timely solutions

Educational background / Work experience

* Degree holder preferred

* At least 10 years of operational working experience in global forwarding / logistics company

* Operational Key Account Management leader role and experience in Customer Services or Operations Management

Language Skills

* Excellent command of English and local language

Computer Literacy

* Good knowledge of MsOffice (word / powerpoint / excel / outlook / visio)

* Preferably experience in operating Order Management Systems (e.g. LogNet, GT Nexus, Freight Forwarder In-house Visibility Application Tool etc…)

Specifics for Job / Environment

* The position is located in Houston, TX (HOU)

* Work is performed in a professional business environment

* Due to fluctuating customer and business requirements must be willing to frequently work overtime, including holidays and weekends

Panalpina is an Equal Opportunity/Affirmative Action Employer