Regional Control Tower Customer Account Lead

The role of a Regional Control Tower (RCT) is to manage at a Regional level: Customer satisfaction through the Control Tower SOP, pro-active actions and analysis, develop customer business, propose improvement and new solutions, deal with crisis and lead action plans. It helps the front and back office to optimize operations and competitiveness, develops business and strengthens financial performance.

**What you will be doing**:
Reporting to the RCT Manager, the RCT Customer Account Lead acts as a customer account lead responsible for:

- Responsible and familiarize with track & trace systems (LINK)
- Responsible in building and maintaining clear communication and escalation matrix with customers and internal network for ease and simplicity through point of contact and escalation
- Lead periodic conference calls with network point of contacts in reviewing new changes / implementation on processes of performance review, standard operating/transportation plans, dashboards report.
- Proactively monitor and alert internal network point of contacts and Customers in the event of any service deviations from the standard transportation mapping.
- Collaborate regularly through communications with internal network point of contacts on any irregularities, troubleshooting with well prepared and constructive information to Customers in swift and timely
- Collaborate closely with RAM in supporting business review materials on periodic basis (monthly & quarterly)
- Active participation in Customers’ business reviews together with RAM to present analysis of contractual transportation service performance and identify common / recurrence service issues with analysis and structured improvement plan that could value add to next KPI level
- Regular engagement with Customers to propose and share improvement process and action plans
- Monitor the performance and highlight ambiguities or actions needed to concerned stakeholders
- Provide consolidated views of customers’ claims (complaints) and facilitate action plans on recurrent issues
- Ensure BLX internal stakeholders communicate with customer on constructive solutions and corrective actions as per Customers’ request and agreement
- Proactively source for alternative solutions and execute with mutual agreement with Customers. Identify, evaluate and adequately define any potential risk of circumstances to mitigate any severe delays, deviations or financial loss to Customers by proactively communicating with them
- Ability to work on alternative solutions in the event of any deviations that may be at geographical level
- Adapt quick and flexible ideas to transfer any risk management into alternative solutions to ensure any service disruption could be recovered smoothly
- Support in preparing back-up solution with Bollore network point of contact in any state of force major or highly risked shipments to assure Customers of their activities at mínimal disruption or adjustment
- Proactive communication to Customers of all potential and current impacts for their related shipment activities and sharing market update specific to events that occur in country / region
- Follow the process on structured alert management to communicate with Customers proactively on specific event description, duration of event, potential / impact of customers and action plans / BCP

**The successful applicant**:

- More than 3 to 5 years’ experience in customer support on key accounts / international freight forwarding contract operations management (knowledge in DG cargo will be a plus)
- Very good knowledge of freight forwarding operations in air, sea, customs brokerage and processes
- Good command of Microsoft Office tools (Excel, Power Point)
- Excellent communication and interpersonal skills
- Customer eccentric with ability to execute customer’s request collaborate & challenge into actionable tasks with internal network for satisfactory & structured fact-based response to customers