Operations Key Account Management

Location:

Singapore, SG

Operations Key Account Management

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

• Contribute business growth through ownership of CEVA operational relationship globally with strategic customers across Air, Ocean, Ground and Rail.
• Drive operational excellence and customer experience of CEVA as the operational senior point of contact for any internal and external queries specifically but not limiting to C-level.

WHAT ARE YOU GOING TO DO?

• Manage the globally agreed business scope between CEVA and customer operationally across the CEVA products Air, Ocean and/or Ground & Rail.
• Support global strategic reviews of account strategy, account/business plan and development by working closely with GKAM and regional support to help and provide better operational execution globally.
• Generate defined KPI’s & provide material for routine reviews through B.I tools, conducting root cause analysis when results are subpar and engaging the necessary regional team for corrective measures thereafter present to customer for review.
• Manage & monitor operational customers globally agreed KPI’s for specific accounts to ensure service compliance & customer satisfaction. Responsible for global performance.
• Conduct and coordinate operational MBR/QBR’s for nominated customer(s) and internal.
• Ensure customer operational reporting requirements are fulfilled.
• Establish & maintain Standard Operating Procedures when needed. Ensure Standard Operating Procedures are created, kept up to date, managed, distributed, and used by the business teams.
• Ensure smooth operations and efficient processes and engagement with key stakeholders where service failures are identified (non-compliance) and corrective action is in place by working closely with regional operations.
• Proactively engage with country operation management & product implementation managers to validate non-standard processes.
• Identify recurring internal and external process failures / redundancies / problems to create action plans to drive operational improvement. This includes cost-saving initiatives/projects within CEVA and/or customer.
• Report and review operational non-compliance with management & regional management through the use of appropriate analytic tools visualization tools.
• Drive operational onboarding to new product awards to assigned account(s) and provide support to onboard business in conjunction with business implementation team across region.
• Drive continuous improvement, including engagement & coordination of new initiatives with customer in automation, like EDI, BI tools, etc. with engagement of product and other departments when applicable.
• Organize training, facilitate (when needed conduct) training (together with SPS/SME) to further explain customer’s operating procedures to Operation teams.
• Maintain ongoing knowledge of procedural and/or regulatory changes as well as information published on the company’s intranets and ensure distribution of information vital to the operations of the department/team.
• Second Escalation point of liaison for operational issues & for inquiries relating to operational processes. Review & resolve customer’s C-level or internal inquiries and concerns promptly & professionally. Maintain customer relationship at senior level and be comfortable in senior customer/CEVA environment.
• Lead, coordinate, participate in initiatives when required.
• Motivate and coach regional operational teams to focus on the best customer service globally.

WHAT ARE WE LOOKING FOR?

• Bachelor’s degree or equivalent
• At least 5 years’ experience in freight forwarding, shipping, logistics, and related industry
• Experience managing customers and suppliers from all levels
• Experience with process improvement projects/methodology and ability to apply on day-to-day work
  Excellent analytical and numerical skills
• Good understanding of the end-to-end processes in freight forwarding / Supply Chain.
• Air and Ocean knowledge is a must
• Regional experience preferred
• Advanced skills in Microsoft Office, especially MS-Excel
• Knowledge of Business Intelligence tools like PowerBI, Tableau will be an added advantage
• Solid organizational skills with attention to details and ability to multi-task
• Pragmatic
• Pro-active with a high sense of urgency
• Able to work independently in a team
• Able to influence internal and external stakeholders' decisions using a data-driven approach

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 workplace 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 Individuals with Disabilities.