The Customer Operations Support's mission is to support Business Development and Key Account Management teams and translate customer needs into execution process, act as the bridge between Front office and IFFO / operation teams.

WHAT ARE YOU GOING TO DO

Accounts Management/Handling and Customer Care:

• Assist Business Development and Key Accounts with visits to customer whenever needed
• Manage the relationship of existing accounts by proactively anticipating their needs.
• Handle resolution of complaints through further investigation with concerned parties
• Work closely with the account handlers on the updates, or concerns needed to be highlighted.
• Assist Business development and key accounts to gather requirements from a customer and sales commitment before transmission to IFFO/Middle office
• Leads in analyzation, checking and review of data to fulfill the customer requirements.
• Provide solutions and support to IFFO, Business Development and Key Accounts Management team as required.
• Provide customer feedback to IFFO/Middle office for continuous improvement
• Ensures monitoring reports and other reports required by the customer are being submitted using Bollore PH template/customer's template.
• Review and analyze RCAPA / incident reports as required by the customer before sending to customer.
• Maintains and leads in monitoring the summary of claims and cargo irregularities received from customer.
• Handling of account as necessary.

SOPs, KPI, Business Review and Account Initiatives

• Rectify service, communication, coordination and operational concerns and account management-related issues
• Identify, articulate, and propose service improvements
• Work with the account handler to align efforts & deliverables to support and strengthen objectives of the handled account.
• Identify and report on new opportunities for business growth and business threats
• Work with the account owner to articulate and deploy SOPs
• Assist on customer SOP/customer profile (customer expectations, requirements, and specific constraints + other updates)
• Ensures implementation of customer SOP – traffic analysis
• Monitoring of KPI agreement.
• Participating/attend in business reviews (monthly, quarterly) as required by customer.
• Collate, update, and maintain Account Dashboard for review/reporting
• Review and communicate with stakeholders on handled accounts KPIs and expectations
• Collaborate with the team to ensure clear communication, alignment, and efficient execution accounts handled.

Manage relationship with customer and internal network

• Secure implementation of new and/or complex traffics with FO MO and Supply chain teams : SOP - Traffic analysis
• Manage customer relationship for day to day operations, inform customer of any relevant information positive or negative regarding their operations
• Be the first point of contact for other COSs regarding any traffic related to their entity
• Inform the CSS & Sales in case of problems related to customer profile : SOP - Traffic analysis, customer relationship : contacts, shipment status,..

Monitor the execution

• Monitor the execution of transport orders and troubleshoot
• Manage final data quality

Collaboration

• Coordinate with ODS, CES, IFFO, IFFOS & Customer data compliance operator
• Comply with company requirements related to QHSE.

WHAT ARE WE LOOKING FOR

• Must possess any Bachelor&aposs Degree preferably in Logistics & Transportation
• Has at least minimum of five (5) years work experience in Staff Management , multi-cultural MNC environment, and at least three (3) years work experience in Logistics and Forwarding business
• Strong analytical and management skills
• Strong communication skills, written and presentation skills in English
• Excellent team working and leadership skills
• Strong PC skills in Microsoft Word, Excel and Powerpoint
• Goal oriented, motivated self-starter with excellent organization skills and ability to multi tasks
• Outspoken, Strong People Skills
• Ability to provide value added business solutions and alternatives

WHAT DO WE HAVE TO OFFER

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

ABOUT TOMORROW

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