Regional Control Tower Customer Account Lead

4 days ago

Central Singapore Bollore Logistics Asia Pacific Full time

**About the role**

As part of the Regional Control Tower team, this role will lead a Perfume and Cosmetics account, working with other stakeholders in the ASPAC region to ensure customer’s requests and requirements are met, troubleshoot operational difficulties and provide innovative solutions to improve future performance.

**What you will be doing**
- Monitor customer’s activities
- Utilise track and trace system to monitor customer’s shipments
- Lead periodic conference calls to review new changes / implementation on processes of performance review, standard operating/transportation plans, dashboard reports.
- Proactively monitor and alert internal network point of contacts and the customer in the event of any service deviations from the standard transportation mapping.
- Collaborate with internal stakeholders to troubleshoot issues in a swift and timely manner
- Business Review Support
- Work closely with RAM in supporting business review materials on periodic basis (monthly & quarterly)
- Present analysis of contractual transportation service performance and identify common / recurrence service issues with analysis and a structured improvement plan
- Regular engagement with the customer to propose improvement process and action plans
- Claims Management
- Provide consolidated views of the customer’s claims (complaints) and facilitate action plans on recurrent issues
- Ensure internal stakeholders communicate with customer on constructive solutions and corrective actions as per the customer’s requests and agreement
- Back-up/Rush Solution
- Proactively source for alternative solutions and execute with mutual agreement with the customer.
- Identify, evaluate and adequately define any potential risks to mitigate any severe delays, deviations or financial loss to the customer
- Alert Management
- Proactive communication to the customer of all potential and current impacts for their related shipment activities and sharing market update specific to events that occur in country / region

**Requirements**:
**Essential**
- At least a Bachelor’s degree in Business, Logistics & Supply Chain or a related field of study
- At least 5 years experience in customer support on key accounts / international freight forwarding contract operations management
- Excellent knowledge of freight forwarding in air, sea, customs brokerage and processes
- Good command of Microsoft Office tools (Excel, Power Point)
- Customer-centric mindset

**Desirable**
- Knowledge in DG Cargo
- Positive attitude with service improvement mindset
- Meticulous and ability to organize & prioritize to follow through tasks till objective being achieve
- Ability to work independently in a fast paced environment

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