578348
Shanghai, CN
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OKAM, Greater China
CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.
We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.
DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you “Dare to Grow” with us?
YOUR ROLE
This role is the operational partner of the KAM. Supports customer service excellence through management of logistics service solutions. Drive customer service experience and support in the attainment of SLA KPIs, profit objectives and business expansion/upselling. This position serves as the point of escalation and resolution of service, supply chain solutions and/or operational failures. Support to the KAM on reporting and QBR/MBR preparation and liaison with Control Towers, SSC, BPE, Products, in case of operational non-compliance.
WHAT ARE YOU GOING TO DO?
Prepare and drive monthly/quarterly business reviews with Client, representing Operations in the discussions with Client
Analyze and deep-dive into customer satisfaction results (C-Sat, NPS), in coordination with the GKAM/RKAM
Be the Operations counterpart in the negotiations with Customer, across all contract and opportunities, bringing Operational expertise into the discussions and challenging Product when required
Coordinate the design of technical solution in tenders or complex projects (e.g. definition of transport plan and technical deliverables), in alignment with the GKAM/RKAM
Analyse Customer’s traded versus awarded volumes, pushing customer to deliver its targets in the Monthly Business Reviews and lead corrective actions when applicable
Analyse and challenge the Net Revenue of the account, identify root causes of underperformance and optimization opportunities, challenging Product operations when required (e.g. productivity issues)
Manage & coordinate correct KPI/KFI/KOI reporting with GBS and CS teams and monitor data quality
Manage communication to Client on topics which might impact Client’s operations, in coordination with GKAM/RKAM
Be the customer's dedicated contact to supervise cross-regional operations and be the escalation level in the event of any issue, if local customer service is unable to solve it
Support on operational services such as dispute settlement and be the escalation contact in case of invoicing reconciliation issues (similar for Claim management)
Ensure SOP are well understood by the network and monitor contract application across the network
When identifying deviations, ensure an action plan is defined and monitor the corrective actions across regions (coordinate the Hypercare plan), in alignment with the GKAM/RKAM
Propose contractual savings and re-engineering opportunities and coordinate execution (e.g. new routings, optimizations)
Coordinate execution and daily management of the continuous improvement plan towards the client, from design to enforcement, in alignment with the GKAM/RKAM
Drive internal workshops to review service capabilities versus customer or market requirements
WHAT ARE WE LOOKING FOR?
Bachelor's degree holder in Sustainability, Environmental Engineering, or other relevant disciplines
Having experience leading & executing projects related to ESG, Sustainability or CSR
Familiarity with carbon calculation with frameworks/standards such as GHG protocol
A good team player, responsible and dedicated to work.
Fast learner and able to work under high pressure
Good analytical Windows suite, in particular Excel and PPT
Conceptual skills, and high level of commercial acumen
Good ability to engage with and embark stakeholders within and outside the organization, across functions and all levels
Self-driven, detail and results-oriented with an ability to work well under pressure
Strong sense of ethics, trustworthy, reliable, able to work autonomously
A strong command of oral and written English
WHAT DO WE HAVE TO OFFER?
With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package that includes competitive annual leave entitlement, pension, health, and life assurance. There’s no doubt that you will be compensated for your hard work and commitment so if you’d like to work for one of the top Logistics providers in the world then please do get in touch to find your next role.
ABOUT TOMORROW
We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.
CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.
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