Operational Key Account Manager- Airfreight

Job description

Operational Key Account Manager- Airfreight

Dubai

Job description

Focus on the smooth and effective handling of key customers. The bridge between the operations and customers for their requirements. Schedule regular review meetings and align between all stakeholders.
To continuously improve satisfaction for the customers by monitoring and ensuring the quality of service delivery, data and customer response in close cooperation with Business Fields, Sales and Implementation Team.
Taking a pro-active approach, providing tailor-made solutions to the customers keeping in mind the requirements of the industry and driving the process forward towards improved customer loyalty through an improved customer experience.
On-going management of KN promise to the customer and ensure that the right and commercially responsible processes have been implemented across all operationally involved departments.

Your tasks and responsibilities

·  Act as single point of contact for any relevant operational (across business units) and administrative issues customer related
·  Update and maintenance of MOP / SOP / CP
·  Create, update and maintain internal Working Procedures (WI)
·  Create, update and maintain Billing SOP (to be agreed with the customers / BU / Finance)
·  Closely monitor and guide operations and pro-actively initiate/implement corrective actions to ensure the alignment between operations and the customer's expectations in terms of SOP/Procedures.
·  Drive & Suggest (Internal / external) processes optimization in collaboration with BU's (Process & System teams & Operations manager)
·  Update of GRM (Global Rate Matrix)
·  Set internal operational KPI (related to the customers’ expectations) to be regularly reviewed with BUs stakeholders
·  Manage and control Customer reporting (incl. KPI report, Data Quality) and discuss corrective actions with the related BU's
·  Implement existing procedures on New Lanes
·  Communicate changes in market conditions
·  Proactively organize a regular meeting with the customers to review KPI, operational issues, development
·  Set Up and maintenance of internal web page dedicated to the customer: wiki
·  Troubleshooting when necessary and re-directing the customer towards the proper KN Team
·  Handling and coordination of “special projects ” (e.g. EDI, OMS, Invoicing Audit)
·  Maintenance of KNLogin User List (Update, add and/or delete KN as well as customer users)
·  Maintenance of mail-receivers of e.g. Tracking + Tracing Alerts
·  Maintenance of “Master Contact” list
·  Act as 1st escalation contact in case of operational issues and ensure to fix the issue in collaboration with the related ops team
·  Implement a procedure to increase invoicing accuracy in collaboration with the Bus / Operational team
·  Organize Customer Workshop as/when required
·  Develop a business relationship with the Customer to ensure Customer retention; notify and communicate additional business opportunities and/or threats in an early stage
·  Respond / handle spot rates requests in joint with the trade/pricing team and support RFQ process running risks and GP analysis
·  Hunt for new business opportunities if the customer is not followed by a national or regional KAM
·  Initiate and host internal + external MBR’s QBR’s and YBR’s in coordination with GKAM
·  Maintain overall knowledge on the volume development and estimated GP (future P/L) of the Customer.
·  Be aware and updated on monthly basis in regards of GP / DSO / volumes
·  Regularly prepare SWOT analysis for Management review
·  Monitor Credit / Disputed invoices / Outstanding report with the customers and KN Finance department (in close collaboration with BU P&L Responsible)
·  Report and review with FS/FA/FO + BU's Heads any significant payment delay / issues
·  Implement a procedure to reduce the deferrals in collaboration with the BUs / Operational team / Finance team

Your skills and experience

·  The ideal candidate has a Bachelors Degree in a related field
·  Prior experience in Air Logistics of minimum two years is mandatory
·  International exposure with leadership experience is preferred
·  Self-discipline and punctuality is highly appreciated
·  Self-motivated & able to work on own initiatives
·  Team management skills
·  Fluent written and verbal communication in English is essential for the role

Good reasons to join

We offer an employee friendly and casual environment for you to become a skilled transportation logistics professional in a challenging and fast developing company with a competitive salary and opportunities for further development within the Kuehne + Nagel Group. If, like us, you put customers at heart of everything you do, you can expect to be rewarded with a full package of benefits on top of a salary that grows with you as you grow in our business.

Contact

Applicants must possess the above experience and skill set in order to be considered for this role. Apply online ensuring that a full up to date CV is attached with your application.

About Kuehne + Nagel

With over 79,000 employees at some 1,300 locations in over 100 countries, the Kuehne + Nagel Group is one of the world’s leading logistics companies. Its strong market position lies in the seafreight , airfreight, contract logistics and overland businesses, with a clear focus on providing IT-based integrated logistics solutions. Further information can be found at www.kuehne-nagel.com

Learn more >>

kncareers.com

Reference Number: req39974

Desired profile

Operational Key Account Manager- Airfreight

Dubai

Job description

Focus on the smooth and effective handling of key customers. The bridge between the operations and customers for their requirements. Schedule regular review meetings and align between all stakeholders.
To continuously improve satisfaction for the customers by monitoring and ensuring the quality of service delivery, data and customer response in close cooperation with Business Fields, Sales and Implementation Team.
Taking a pro-active approach, providing tailor-made solutions to the customers keeping in mind the requirements of the industry and driving the process forward towards improved customer loyalty through an improved customer experience.
On-going management of KN promise to the customer and ensure that the right and commercially responsible processes have been implemented across all operationally involved departments.

Your tasks and responsibilities

·  Act as single point of contact for any relevant operational (across business units) and administrative issues customer related
·  Update and maintenance of MOP / SOP / CP
·  Create, update and maintain internal Working Procedures (WI)
·  Create, update and maintain Billing SOP (to be agreed with the customers / BU / Finance)
·  Closely monitor and guide operations and pro-actively initiate/implement corrective actions to ensure the alignment between operations and the customer's expectations in terms of SOP/Procedures.
·  Drive & Suggest (Internal / external) processes optimization in collaboration with BU's (Process & System teams & Operations manager)
·  Update of GRM (Global Rate Matrix)
·  Set internal operational KPI (related to the customers’ expectations) to be regularly reviewed with BUs stakeholders
·  Manage and control Customer reporting (incl. KPI report, Data Quality) and discuss corrective actions with the related BU's
·  Implement existing procedures on New Lanes
·  Communicate changes in market conditions
·  Proactively organize a regular meeting with the customers to review KPI, operational issues, development
·  Set Up and maintenance of internal web page dedicated to the customer: wiki
·  Troubleshooting when necessary and re-directing the customer towards the proper KN Team
·  Handling and coordination of “special projects ” (e.g. EDI, OMS, Invoicing Audit)
·  Maintenance of KNLogin User List (Update, add and/or delete KN as well as customer users)
·  Maintenance of mail-receivers of e.g. Tracking + Tracing Alerts
·  Maintenance of “Master Contact” list
·  Act as 1st escalation contact in case of operational issues and ensure to fix the issue in collaboration with the related ops team
·  Implement a procedure to increase invoicing accuracy in collaboration with the Bus / Operational team
·  Organize Customer Workshop as/when required
·  Develop a business relationship with the Customer to ensure Customer retention; notify and communicate additional business opportunities and/or threats in an early stage
·  Respond / handle spot rates requests in joint with the trade/pricing team and support RFQ process running risks and GP analysis
·  Hunt for new business opportunities if the customer is not followed by a national or regional KAM
·  Initiate and host internal + external MBR’s QBR’s and YBR’s in coordination with GKAM
·  Maintain overall knowledge on the volume development and estimated GP (future P/L) of the Customer.
·  Be aware and updated on monthly basis in regards of GP / DSO / volumes
·  Regularly prepare SWOT analysis for Management review
·  Monitor Credit / Disputed invoices / Outstanding report with the customers and KN Finance department (in close collaboration with BU P&L Responsible)
·  Report and review with FS/FA/FO + BU's Heads any significant payment delay / issues
·  Implement a procedure to reduce the deferrals in collaboration with the BUs / Operational team / Finance team



·  The ideal candidate has a Bachelors Degree in a related field
·  Prior experience in Air Logistics of minimum two years is mandatory
·  International exposure with leadership experience is preferred
·  Self-discipline and punctuality is highly appreciated
·  Self-motivated & able to work on own initiatives
·  Team management skills
·  Fluent written and verbal communication in English is essential for the role

Good reasons to join

We offer an employee friendly and casual environment for you to become a skilled transportation logistics professional in a challenging and fast developing company with a competitive salary and opportunities for further development within the Kuehne + Nagel Group. If, like us, you put customers at heart of everything you do, you can expect to be rewarded with a full package of benefits on top of a salary that grows with you as you grow in our business.

Contact

Applicants must possess the above experience and skill set in order to be considered for this role. Apply online ensuring that a full up to date CV is attached with your application.

About Kuehne + Nagel

With over 79,000 employees at some 1,300 locations in over 100 countries, the Kuehne + Nagel Group is one of the world’s leading logistics companies. Its strong market position lies in the seafreight , airfreight, contract logistics and overland businesses, with a clear focus on providing IT-based integrated logistics solutions. Further information can be found at www.kuehne-nagel.com

Learn more >>

kncareers.com

Reference Number: req39974