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Regional Operational Key Account Manager (OKAM)

Date: 12-Mar-2019

Location: Sao Paulo, Brazil

Company: Panalpina

Req ID: 159694
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Professional
Purpose of the position

* The purpose of this position is to drive retention of key business and enable incremental growth by ensuring service excellence for and customer satisfaction of key accounts. The OKAM monitors the operational performance and processes for one or several customer accounts, ensures that performance is as per service specifications, and acts as the “bridge” between operations and the client as it pertains to service delivery and any operational issues. This requires close collaboration with all internal stakeholders on a country, regional and global level including operations, IT and sales.

Key Tasks

Customer SOP

* Sign off from the product side the Global SOP and internal working procedures for the customer. Communicate the SOP to the Country Heads of Air/Ocean Freight and to relevant BSC staff.

* Monitor that the work instructions and lane mappings created in the countries are adhering to the global SOP, escalate to CHoAF/OF, RHoAF/OF as required.

* Work together with the customer to resolve SOP issues if required. If necessary, work with the commercial KAM to amend the SOP.

Ensuring operational excellence

* With the support of BSC staff, monitor and assure operational excellence for assigned customer account(s) with a focus on standard operational KPI’s, customer specific KPI’s, data quality, EDI compliance, etc…

* Proactively drive continuous improvement of service delivery for the assigned account(s), detect and analyze sub-optimal performance, and initiate improvement actions

* Review the standard performance reports provided by BSC, discuss and align on highest priority issues to tackle. Communicate to customer as necessary.

* For service deteriorations / deficiencies, ensure that a proper root cause analysis is performed (either by self or by BSC, depending on size of account), escalate to relevant parties when necessary, and manage the communication with the customer

* Initiate and ensure that corrective actions are taken by the respective P&L owners in the Country/BU operations, monitor the completion of these actions

* Take ownership of addressing the performance failure causes that are on customer side (e.g. infeasible transit time commitments, data quality/timeliness issues, mismatching expectations). Escalate to commercial KAM when necessary.

* Address data quality/quantity issue to relevant countries, escalate to region/corporate where required

Drive customer retention and enable incremental growth

* Provide operational support, including preparation and participation in customer QBR, and follow up actions with the operational organization accordingly

* Provide proactive operational recommendations to the commercial KAM and Product management in regards to setup, structure, procedures, required capacities etc.

* Through the regular customer interaction, continuously evaluate the match between customer needs and current service package, with the aim of spotting upselling opportunities for additional products, services and solutions. Feed info to commercial KAM for the purpose of realizing these opportunities.

* Actively support RFI/RFQ work of the commercial KAM team & Tender Management

* Support quotation and operational coordination of spot business

Other tasks

* Work with Business Implementation on customers implementations as required, including IT configuration according to customer requirements

* Share best practices and lessons learned within the global OAM community leveraging existing set ups and experiences to increase our speed to delivery and minimize costs to serve (I.E. systems configurations, reporting, data quality monitoring, etc…)

Quality, Health, Safety & Environment

* Perform assigned tasks to support Panalpina meets its objectives and targets regarding quality, health, safety and environment as documented in IMS and follow all requirements as set out in the QHSE policy.

* It is the responsibility of all staff to ensure that their day to day activities embrace sustainability/Health and safety therefore reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace.

Decision Making Authority

* Within the defined areas of responsibility, as per Panalpina rules & regulations.

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

Profound knowledge of

* Ocean/Air Freight Product, specifically operational processes

* Continuous improvement methodologies

* Process management including process mapping

Good knowledge of

* Supply Chain principals

* Freight forwarding operations

* Project Management methodologies

* PA and competing visibility platforms

* Implementation methodologies

* Risk management principles

Skills and Competencies

* Exceptional Communication Skills

* Ability to manage cross-functionally within a matrix organization

* Self-motivated, flexible and resilient

* Result oriented with a customer focus

* Strong analytical and problem solving skills

* Good in networking and relationship building (internal and external)

* Willingness to challenge the status quo

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

* Effective listening skills

* Capable to make informed decisions and to general practical, timely solutions

Educational background / Work experience

* Bachelor's degree or freight forwarding apprenticeship

* 5 years of work experience in global forwarding or logistics functions (minimum)

* Supervisory experience in customer services and/or operations

* International working experience preferred

Language Skills

* Fluent in English (written and spoken)

* Other languages (written and spoken) beneficial

Computer Literacy

Good knowledge of

* Microsoft® Office Software (Excel®, Word, PowerPoint®, Visio® and others)

* PO Management / SCM / Visibility Systems, preferably LogNet’s 7.0 or 6.5 versions