Job Req Number:  78553
Time Type: Full Time

Purpose of Position
Lead, monitor and guide colleagues to ensure assigned key accounts meet customer needs and expectations (SOPs compliance) through operations excellence.  Ensure continuous profitability optimization through process improvement and reengineering.

Key Tasks

Customer Management
•    Attend to customers inquiries and ensure proficiency on all service features. 
•    Study customer’s enquiries and obtain necessary information from various departments to prepare proposal or quotation to customers.
•    Identify and evaluate unsuccessful quotations and implement action plans to improve outcomes to an acceptable level of success.
•    Follow up with respective customers on overdues when finance dept requires assistance. 
•    Receive calls, investigate and resolve a variety of external and internal customers’ complaints, general queries and invoicing inquiries. Initiate communications, monitor and follow-up closely with customers and internal parties to resolve concerns raised.
•    Build a strong operational customer relationship and understand the customers’ organization (structure, processes and requirements)
•    Timely and accurate communication to the customers on rate / surcharge changes
•    Attend customers’ meetings – introduction / quarterly business reviews / operations review / trouble-shooting service failure / RFQ and etc
•    Collaborate with customers to identify areas for process improvement and efficiency
•    Build strong rapport with customers 
•    Ensure feedback from customers are promptly disseminated to all respective stakeholders and follow-up on the required corrective action

Operations Management
•    Responsible for overall monitoring performance and supporting staff to ensure correct handling of shipments for multimodal, trans-shipments (multi-leg), cross-trade, HL, barge, project management, OOG Seafreight, dangerous goods and work in with the branch where applicable, for general air and seafreight.
•    Manage and monitor staff to ensure monthly objectives are accomplished
•    Assist the director to monitor and manage subcontractors (ensure contracts in place; establish KPIs; their compliance with our service level agreement, check invoices and etc)
•    Where applicable attend to field needs when necessary (port operations for charter)
•    Monitor customer agreed KPIs, guide and support the team for specific key accounts to ensure quality services are delivered to customer
•    Continuous profitability optimization through process improvement and reengineering
•    Drive Continuous Improvement Projects (CIPSs) for the assigned key account
•    Ensure that the standard of service (Master SOP), the relevant system SOP and working procedure is understood and executed
•    Establish and maintain favorable work relationship within Project dept with other products 
•    Responsible directly or indirectly for the closing of files and correct revenue recognition
•    Lead and collaborate with other functions, subcontractors, overseas offices to resolve customers issues and escalate when needed to the respective stakeholders 

Business Implementation
•    Ensure business implementation is seamless and in accordance to SOP; training of system applications, SOPs and internal working applications

Data Management
•    Responsible for the data quality (updated and accurate) in the database for selling and buying rates 

Processes, Risk, QHSE, CoC Compliance
•    Implement process to ensure customer selling rate and rate validities are provided and/or signed-off in the branch
•    Implement process to ensure all customer selling rate are properly maintained and available within the branch 
•    Mitigate risks and liabilities by negotiating appropriate terms and conditions with vendors/business partners
•    Drive data quality improvement in CW1, ensure CW1 use and high data quality input
•    Perform assigned tasks to support company objectives and targets regarding quality, health, safety and environment as documented and follow all requirements as set out in the QHSE policy
•    Ensure that day to day activities embrace sustainability, health and safety, reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace

Competencies 

•    Ability to communicate cross-functionally within a matrix organization
•    Good communication skills
•    Self-motivated, flexible and resilient 
•    High result orientation and customer focus
•    Analytical and problem-solving skills 
•    Ability to integrate and coordinate efforts / resources across functions and boundaries 
•    Ability to clearly and concisely present both written and oral information
•    Good in networking & relationship building  
•    Willingness to challenge the status quo
•    Ability to convince others
•    Effective listening
•    Capable to make informed judgments and to generate practical, timely solutions

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

•    Good knowledge of Project (and oil & gas) operations including air and ocean is essential
•    Good knowledge of OOG, Breakbulk and DG is essential 
•    Maintain up-to-date knowledge on any policy or regulations from local authorities and the freight forwarding industry
•    Sound process & project management skills 
•    Strong ability to define, develop and document business processes and procedures

Decision Making Authority

•    Within the defined areas of responsibility
•    Provide recommendations to the management in regards to setup, structure, procedures, required capacities etc. for particular projects
•    Manage the department in the absence of the immediate superiors and report to the Country Managing Director where applicable

Experience & Education

•    Minimum 7 years of experience in Projects / Oil & Gas / Sea & Air Freight Forwarding industry
•    Possess literacy in MS Office
•    Possess literacy in Dangerous Goods cargoes
•    Project and time management / time allocation and organizational skills
•    Strong planning, analytical, customer-oriented and excellent interpersonal skills
•    Minimum 3 years of experience in leading people and preferably in customer service / operations
•    Background in Key Account Management is an advantage

DSV – Global transport and logistics

DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You’ll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature’s terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we’ll support you and your need to achieve your potential and forward your career.

Visit dsv.com and follow us on LinkedIn, Facebook and Twitter.