Customer Operation Manager

1. Identify the hand over points in customer’s End to End Global processes,

2. Define ownership of these handover points between origin and destination teams

3. Establish a pro-active management system for the end-to-end operations

4. Establish standards across the End to End operations in order to drive the teams into : capturing data, analysing this data, publishing analysis results and proposing improvement actions.

5. Customer satisfaction through pro-active management of the operations and achievement of the KPI targets. To contribute of positive NPS results.

6. Manage internal performance

7. Function as a escalation point for operational issues

8. Drive Operations improvement through implementations of root cause analysis and corrective actions for each identified issue or missed KPI target.

9. Customer supply chain optimization through identification and proposal of improvement initiatives

10. Building relationships with external and internal departments, customers/suppliers and stakeholders.

11. Audit periodically the different processes & Sops identify discrepancies and potential improvement (root cause & action plan)

12. Develop a business continuity plan i.e., maintain knowledge & process (people/process/systems)

13. Communicate with the regional and global executive team about the operations performance and issues identified.

14. Report operational KPIs internally and externally.

REQUIREMENTS :

61 Bachelor’s/ University degree

61 Any Professional Certifications such as Certified Professional in Supply Management (CPSM) or any other similar certifications would be an advantage.

61 At least 5 years experience in Air & Sea Freight sourcing or Operations management

61 Teams and Supplier management & contract management experience

61 Customer/supplier facing and presentation skills

Preferred Experience and Knowledge

61 Air &Sea International Freight operations

61 Logistics operations

61 Supply Chain Knowledge

Necessary Technical / Functional Skills

61 Capacity to lead a customer meeting

61 Ability to work in a Global matrix environment,

61 Ability to manage a multi-cultural community.

61 Strong Organizational and team management skills. Negotiation skills. Leadership, Focus on results, Business Controls skills, Problem-solving skills, and Customer service skills. Advanced communication skills.

61 Supply chain optimization, cargo & freight expertise, MS Office, Business and Executive presentations, excellent time management, Attention to detail, and process oriented.

61 Advanced English

Required Behavioural Competencies

61 Physical operations and Project Management skills

61 Use of Data and Systems

61 Bridges building across SCO functions.

61 Experienced in 3PL/LLP/4PL world

61 English language

61 Multi-cultural working environment