Global Service Manager (Freight Forwarding)

RESPONSIBILITIES

• Operational sales support role monitoring and resolving operational issues with customers and internal stakeholders.
• Establish industry leading professionalism and standards in terms of how service performance is managed and improved.
• Drive continuous efficiency improvement in your designated accounts by offshoring, automating and eliminating tasks that are of low or no value.
• Set up robust Customer Operation Procedures (COP) based on best practices and sustainable global operation processes.
• Enable our delivery of industry leading service levels with our expertise in CW1, Global Process, IT and Center of Excellence (COE)
• Lead or manage effective and regular performance reviews with major customers to achieve customer satisfaction and retention.
• Analyse performance and drive continuous improvements based on well defined KPIs with customers and internal stakeholders with clear root cause analysis.
• Implement new customer solutions that are tailor made to meet their requirements, right first time and on time.
• Initiate or support implementation of digital solutions that provide better customer experience resulting in customer retention and acquisition.
• Supports the development of identified strategic customers at the global level.
• Supports the development of global operational and service KPIs.
• Drive programs with affiliated offices to achieve business targets.
• Ensure company policies & procedures, confidentiality, legal and ethical guidelines, such as Delegation of Authority are clearly communicated and adhered to.
• Coach and guide internal stakeholders to ensure succession planning and development.

REQUIREMENTS

• +3 years experience in Freight Forwarding or Contract Logistics Industry.
• Good working relationships with customers, vendors & agents.
• Strong knowledge of Pricing for Freight Cargo Services, Contract Logistics and other Supply Chain Solutions.
• Strong Process Improvement and Optimization.
• Strong knowledge of Freight, Customer Management and Analytics systems including, Microsoft Office CW1, Salesforce, Power BI and other platforms.