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Angola - Country Key Account Manager - Luanda Head Office

Date: 09-May-2019

Location: Luanda, Angola

Company: Panalpina

Req ID: 153349 - Posted 05/09/2019 - Air Product Management (AF-1)
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Management

Country Key Account Manager - Angola

Direct Line Reporting:

Country Head of Marketing O&G Industry Verticals

Purpose of the position

Achieve maximum client satisfaction. Lead the assigned teams in a way that ensures operational excellence and high productivity. Manage a favorable commercial relationship with the assigned account that will promote customer satisfaction, business growth and profitability. Lead and supervise an operation team in Customer Service, Document Processing Exp & Imp and Customs Clearance Import. Ensure that the service provided to customers is at the highest standard and in accordance to corporate guidelines.

Key Tasks

Fulfill your team leader role in applying the team management skills:

ensure proper functioning of the team

assign tasks and responsibilities within the team

maintain team spirit

provide coaching/training to the team members as necessary

provide support to the team on both technical and non-technical issues

ensure smooth communication within the team as well as between team and with other departments

supervise the work done by the team members

provide feedback to the team members and get feedback from their side regarding their work, team functioning, operations issues and other

conduct regular planning of work within your team

Ensure high quality of services to the client:

take ownership of the account

provide timely and accurate information

prepare and send status reports as requested

advise client’s on delays and their consequences (fines etc)

conduct regular meetings and collect feedback regarding client’s satisfaction

report and manage irregularities

initiate corrective and preventive actions

educate the client on processes and procedures regarding requirements for shipping to Angola and customs clearance

other tasks as necessary

Follow up the process of cargo clearance and delivery and management of files and carry out individual tasks if necessary:

documentation check

file opening

collection of missing documents

preparation of file for pre-clearance/clearance

preparation of file for invoicing

physical file control

update of follow up files and programs (Mapa, FOS, Pantrace, Intrac, MFG Pro etc)

Carry out and resume responsibility for:

checking the invoice

checking the shipping run

closing file in SAP and physically

take the lead on quotation process whenever RFQ is submitted by client.

ensure smooth business implementation by identifying gaps and proposing adjustments to processes and procedures whenever necessary

ensure that assigned account is managed and developed in line with the established corporate/regional strategy and all KPIs stipulated in the contract are fulfilled

provide management and Schlumberger with monthly statistic report and KPIs

perform quality and timely update and maintenance of the data in CRM and monitor use of Customer Applications

Assume responsibility of reception and further handling of original documents.


Keep abreast of current and new contracts\tariffs and assist Marketing & Sales department as necessary;

Endure correct implementation of all Panalpina Processes and procedures;

Keep abreast of Panalpina services and new developments;

Participate actively in improving the quality of Panalpina operations and services;

Apply Panalpina’s and client’s HSE rules and requirements at your function and report HSE observations;

Ensure compliance with Panalpina corporate standards, as well as compliance of the whole team.

Keep your workspace organized and follow Clean Desk Policy;

Apply the CISP and respect the code of conduct;

Carry out other tasks as required by management;

Decision Making Authority

Pricing authority for assigned account according to the Signing Powers Table;

Account reconciliation and issuance of credit notes with the limit of 500 USD;

Disciplinary responsibility for all direct reports;

Function / Market & Industry Knowledge / Business Acumen / Process working

Know how in air / ocean / logistics / SCM

Understanding of PA strategy and products

Knowledge about markets and competitors

Functional and commercial understanding of business environment and customer requirements

Local market knowledge (customers, competitors, suppliers, overall environment)

Understanding of business principles and language, incl. the fundamentals of finance and profitability

Business administration competence

Sales and negotiation skills

Overall understanding of business processes and interdependencies

Knowledge of business processes

Willingness to travel

Skills & Competencies

· Customer focused

· Ability for building a team with diverse leadership and technical skills

· Ability of effective people management through KPI setting and measurement

• Ability for systematic and rational analysis to identify the root cause of problems

• Willingness to challenge the status quo and to drive innovation and change

• Capable to generate creative ideas/solutions

• Strong networking skills and relationship building

• Ability to integrate and coordinate efforts and resources across functions and boundaries

• High result orientation and customer focus

• Strong decision-making capabilities and high accountability

• Strong strategic planning and organizational skills – prioritize, plan, assign and control

• Ability to influence and convince others in a way that results in acceptance and agreement

• Ability to shape conversations to ensure focus and understanding

• Effective listening

• Willingness to engage in constructive confrontation

• Ability to clearly and concisely present both written and/or oral information

Educational background / Work experience

Operational industry experience – minimum 5 years

Degree in Business Administration and\ or Logistics

Management experience

Language skills

Fluent in Portuguese and English – written and oral

Computer Literacy

· MS Office skills and good knowledge regarding PA IT systems