OKAM (Operational Key Account Management)

MXGDL JAS FORWARDING DE MEXICO S.A. DE C.V.; Región Centro; On-site; MXN 360,000 - 540,000; Full time

Job summary

JAS Forwarding Mexico seeks a control tower and customer support lead to coordinate day-to-day queries from Customers Logistics, shipping, and other personnel.

You will pro-actively manage exceptions, communicate with customers, and work with Origin/Destination teams to resolve issues quickly while ensuring SOP compliance and timely updates.

Qualifications

• Excellent organizational skills; written and verbal communication skills.
• Strong customer service, problem-solving and interpersonal skills.
• Flexible and able to respond to changing demands.
• Detail oriented, able to multitask and meet deadlines.
• Able to work in a team and independently.
• Be result oriented with the ability to troubleshoot.
• Knowledge of Cargowise will be an advantage.
• Operational knowledge of transportation logistics and freight forwarding.

Responsibilities

• Identify potential risk and develop mitigation plans.
• Develop and maintain good relationships with clients.
• Provide excellent customer service and updates.
• Monitor and track bookings/shipments and notify delays.
• Coordinate between Origin and Destination teams.
• Escalate and resolve operation issues and risks promptly.
• Assist Account Management with ad hoc quotes.
• Support implementation of new services with operations.

Skills

Organizational skills

Customer service

Problem solving

Interpersonal skills

Multitasking

Teamwork

Attention to detail

Tools

Microsoft Office

Power BI

Cargowise

Job description

JAS is an international, non-asset-based supply chain services and solutions company. Our services include air and ocean freight forwarding, contract logistics, customs brokerage, distribution, inbound logistics, truckload brokerage and other supply chain management services, including consulting, the coordination of purchase orders and customized management services. The control tower will be the regional dedicated customer support contact that will assist with day-to-day queries from Customers Logistics, shipping, and other personnel. They will also provide pro-active exception management to alert Customer promptly to any issues that may result in a transit time delay on a shipment. The control tower should work to resolve all issues as quickly as possible and to provide effective and pro-active communication with Customer.

ESSENTIAL FUNCTIONS

• Identifying the potential risk.
• Develop and keep good business relationship with clients
• Provide excellent customer service
• Monitor and track customer bookings/shipments, update client of shipment status/delays
• Monitoring and analysis the shipments’ status.
• Co-ordination between Origin and Destination
• Foresee and escape any potential risks like the delay, damages, loss etc.
• Communication interface and escalation person
• Work as the communication interface in Client, Account Management, Operation teams, and Product teams, and escalation person for any operation issues and potential risks.
• Assist Account Management team in compiling Ad Hoc quotes
• Lead and manage the implementation of any new services in collaboration with the appropriate operational at all origin/destinations.
• Penetrate organizational structure and develop relationship beyond main points of contact
• Enforce SOP compliance globally for Lam Research
• Ensure the SOP is maintained timely & completely and inform all the involved Original and Dest offices.
• Reports analysis
• Other needed reporting
• Working on the new solution according to the client’s requirement
• Attend the performance review meeting like QBR if required
• Ensure all company policies and regulatory requirements are adhered to.
• Understand accounts’ business strategy, objectives and risks/constraints; continually focus efforts on providing solutions to achieving objectives and mitigating risks/constraints.

SUPERVISORY RESPONSIBILITES

• Ongoing coaching and mentoring of staff to develop skills to the highest level
• Identify and resolve issues.
• Analyzes complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation, updating customers on a timely basis.
• Provides back up support for all accounts
• Conduct performance evaluation for direct reports
• Recommend hiring, firing and promotion
• Identify and resolve personnel issues
• Create an environment that encourages others to develop professionally.
• Identify growth opportunities and develop a strategy to secure opportunities with the appropriate internal resources.
• Continuously pursue and implement more efficiency and cost reduction measures.

QUALIFICATIONS

• Excellent organizational skills; written and verbal communication skills.
• Strong customer service, problem-solving and interpersonal skills.
• Must be flexible and respond easily to changing demands.
• Strong computer skills including Microsoft Office suite, PBI a plus Detail oriented, able to multitask and meet deadlines
• Able to work in a team and independently
• Be result oriented with the ability to troubleshoot
• Knowledge of Cargowise will be an advantage
• Thorough operational knowledge of transportation industry logistics and freight forwarding
• Good Interpersonal relationship, able to interact positively and effectively with co-workers, subordinates and supervisors
• Good analytical and program management skills.
• Follow the Company HR Policy, the Code of Business Conduct and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

The responsibilities associated with this job will change from time to time in accordance with the Company’s business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job. Management retains discretion to add or change duties of this position at any time.

JAS prides itself on its exceptional service and competitive pricing that comes about through the hard work and skill of the people who make up the JAS organization. The mission of JAS is to focus on innovation and maintain a commitment to deliver the product securely and on time. This mission flows through its vast global network of 38 subsidiaries, hundreds of official agent locations, and 4,200+ employees across more than 90 countries. JAS' commitment to innovation in the fields of shipping, 3PL, and freight forwarding puts it in a unique class of select companies which concentrate on specialized projects as well as commodity shipping initiatives. JAS is a premier “go-to” company for those wishing to move cargo from anywhere in the world to anywhere else in the world. Through the use of advanced tracking technologies, sophisticated global communications, and a large team of experts across a broad spectrum of specialties, JAS is able to cost effectively handle the shipping of everything from tiny camera parts up to the massive components required to build an oil rig. Transporting cargo is a complex endeavor. JAS is the brand you can trust to satisfy your most demanding requirements.