You will supervise and guide the dedicated team for key accounts, with the objective of delivering optimal customer experience and operation excellence through a well-structured, professional and motivated team.
- process standardization (develop standard process tools including value stream mapping, process mapping and work instruction).
- KPI establishment, improvement and management, as well as data quality control.
- Key account on boarding preparation (familiarization, training and tailor-made SOP).
- System & process subject matter expert to deliver training and provide solution to entire key account team.
- Root cause analysis for deviation and work out the related resolutions to avoid any future occurrence.
- Participate in workshops and conference calls with different stakeholders related to queries and deviations.
职位描述 Responsibilities
1、Key account customer care & Operation excellence management (45%)
· Provide second-to-none service to key accounts and establish good reputation.
· Hit team target in monthly, quarterly and yearly basis.
· Maximizing shipping revenues and minimizing all expenses to achieve optimum profitability.
· Ensure all emails are replied in a timely manner (within 24 hours) and all phone calls be picked up within 3 rings and the tele-communication should be in a helpful, proactive manner.
2、Staff management (20%)
· Proactively supervise the team via workload and reallocation monitoring, recruitment, performance management, disciplinary, training, improvement
· Headcount projection
· Ensuring new staff is trained effectively, coach staff for growth and taking new responsibilities
· Broaden staff skills through cross training and set up proper back up system in team ensure work can be covered upon any absence.
· Encourage and motivate staff to achieve peak performance.
· Monitor staff performance against management standards (e.g. FCR issuance, DOC dispatch, etc.). Continuously seek to improve these standards.
3、Assist General Manager (GM) 10%
· Achieving the service quality objectives set by the company
· Monitoring performance of all contracted suppliers
· Plays a critical role as change ambassador promoting company changes to staff and translating management communication to messages that are comprehensible for direct reports. Additionally takes a large role in shaping the change through knowledge sharing.
· Attend vendor meetings; maintain strong relationships with vendor community to promote customer satisfaction and to maximize business opportunities.
· Maintain close ties to shipping community and keep abreast of current events.
4、Special projects 5%
· Assist BDS in developing business plan and/or pricing schemes for new business opportunities.
· Provide special reports and analysis as requested by management (as needed).
· Optimize human and other resources; demonstrate expense control.
5、Data management 10%
· Supervise and train staff to ensure data accuracy and integrity
· Monitor staff performance in meeting data standards (timely accuracy)
· New system implementation
6、Finance control 10%
· strictly follow and implement company credit policy, monitor and settle the outstanding accounts with the customers and business partners.
We expect
· Ability to work in a time sensitive environment and be results driven
· 在时间敏感的环境中工作的能力，结果为
· Ability to embrace and adapt to change with a positive attitude
· 积极的态度接受并且适应改变的能力
· Excellent interpersonal and globally adaptable communication skills
· 良好的人际交往能力和适应大局的交流能力
· Familiar with office software, good listening and speaking ability, good communication with overseas business partners independently.
· 熟悉office办公软件；有良好的英语听说写能力，能独立与国外沟通
· Good data statistics and summary ability
· 良好的数据处理技能和与数据分析能力为佳
We offer
1. Competitive salary and benefit package 良好的薪酬和福利体系
2. Internal job transfer opportunity 内部轮岗体系
3. Talent development program 内部培训提升机制
4. Inspiring work environment and culture for career building 积极向上的工作环境和团队文化
5. Competitive remuneration and professional career development path will be offered to the highly qualified candidates. 为优秀的候选人提供有竞争力的报酬以及专业的职业发展路径。
理想特质 Desirable Attributes
· 积极进取精神 -- 自我激励和务实
· Entrepreneurial-Self motivated and down to earth
· 出色的分析能力 -- 能很好的找出问题和挖掘商机
· Outstanding analytical skill-ability to identify insights and opportunities
· 良好的沟通能力和人际交往能力
· Good communication and interpersonal skill
· 协调组织能力和良好的时间管理
· Good organization and time management skill
· 适应灵活的小团队，同时能根据需要承担职能范围外的其他工作
· Flexible to work in a small team and to perform other duties maybe necessary