Job Req Number:  79472
Time Type: Full Time

Purpose of Position

Lead, monitor and guide colleagues in your respective Group to ensure customer needs and expectations are met (SOPs compliance) through operations excellence.  Ensure continuous profitability optimization through process improvement and reengineering.

Key Tasks

Customer Management (45%)

• Attending to customers inquiries and ensuring proficiency in all service features. 
• Study customer’s inquiries and obtain necessary information from various sources to prepare proposals or quotations for 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. 
• Co-ordinate and assist customers in preparing all documents required for shipment, inclusive of information assistance, dispatch documents and special notification related to pick-up and deliveries where appropriate.
• Receive calls, investigate and resolve a variety of external and internal customers’ complaints, general queries and invoicing enquiries.  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 and provide leads to Sales on opportunities for business growth
• Ensure feedback from customers are promptly disseminated to all respective stakeholdersand follow-up on the required corrective action

Operations Management (40%)

• Responsible for ensuring Group’s shipments are handled correctly for multimodal, trans-shipments (multi-leg), cross-trade, HL, barge, project management, OOG Ocean Freight (OF), dangerous goods shipments and work in with the BU where applicable, for general air and ocean freight.
• Support sub ordinates to ensure responsibilities and objectives are met timely and to the satisfaction of the customers. 
• Execution of operational activities such as but not limited to, collection of goods from the vendors and receiving of the cargoes, processing and / or supervision of documentary processing of shipments such as customer related, warehouse, customs, (i.e. CIPL (original), C2C cargo details, order management and expediting services, MES, SubCerts, B/L,) organizing transport, supervision of site operations, etc. 
• Manage and monitor subcontractors (ensure contracts in place; establish KPIs; their compliance with our service level agreement, check invoices and etc)
• 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 procedures  is understood and executed  (this is also valid for CS and DP and is general Sales responsibility)
• Establish and maintain favorable work relationship with customer service of the respective products AF and OF
• 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 (5%)

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

Data Management (5%)

• Responsible for the data quality (updated and accurate) in the database.

Compliance (5%)

• Responsible for team’s compliance in HSE / Quality / Company rules & regulations and local laws 

Additional to above tasks

• Any other job-related tasks as assigned by the superior.
• Adherence to the Code of Conduct policy of the DSV Group.

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

Experience & Education

• Minimum 5 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.