Operational Key Account Manager

CLASQUIN; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

CLASQUIN is seeking an Operations Liaison to oversee the client's operational activities in Kuala Lumpur and maintain a close relationship with the Commercial Key Account Manager. You will ensure service commitments and coordinate transport plans with internal teams.

You'll act as the main point of contact for operational matters, manage alerts and exceptions, analyze KPIs, and drive continuous improvement with clients to align IT/EDI solutions and billing accuracy.

Qualifications

• Must be able to coordinate complex projects.
• Strong analytical and summarization abilities.
• Excellent communication skills.
• Proficient in MS Office.
• Good understanding of IT systems; familiarity with EDI.
• Cargowise knowledge is a plus.

Responsibilities

• Act as the client's main point of contact with Clasquin for operational matters.
• Manage alerts, deviations and exceptions as escalation point.
• Lead regular business reviews with the client and KAM teams.
• Monitor and analyze KPIs defined with the client.
• Ensure service quality and integrity within both systems.
• Coordinate transport plans with Clasquin Group operations.
• Support client IT/EDI implementations with internal teams.
• Identify opportunities for process improvement and new business ideas.

Skills

Coordinate complex projects

Analytical & summarization

Communication skills

MS Office

EDI knowledge

Cargowise knowledge

Job description

• Oversee the operational activities and maintain close relationship with the client
• Maintain close working partnership with the Commercial Key Account Manager
• Ensure that Clasquin's service commitments to the client are upheld

Core Duties, Activities and Responsibilities

• Act as the client's main point of contact with Clasquin for operational matters
• Act as the escalation point for managing alerts, deviations and exceptions
• Lead and maintain relationship with the client through regular business reviews alongside the KAM and support teams (as needed)
• Manage and analyze KPIs set with the client
• Accountable for the quality of service delivered to the client
• Coordinate transport plans with Clasquin Group operational teams according to client requirements
• Provide support and information to ensure the implementation and adherence of operations in line with the framework defined with the client
• Responsible for service quality and integrity within both the client's and Clasquin Group's systems
• Support and coordinate the implementation of client-specific IT and/or EDI solutions in collaboration with internal teams (from scoping to deployment)
• Drive continuous improvement through understanding client needs and proposing and implementing solutions in collaboration with internal and external stakeholders
• Participate in and support RFQ / RFI / RFP processes by offering operational insights based on client requirements
• Ensure contractual rates are adhered to and maintain billing accuracy
• Other additional tasks including but not limited to: identifying new business opportunities (to be shared with the KAM), process flow optimization, collaboration with new entities etc

Specific Skills

• Ability to coordinate complex projects
• Strong analytical and summarization skills
• Good communications skills
• Good knowledge of M/S office skills
• Good understanding of IT systems and requirements (e.g. EDI requirements)
• Knowledge of Cargowise system is a plus

Soft Skills

• Strong interpersonal and customer service skills
• Able to work well both in a team setting as well as autonomously
• Able to take initiative to resolve issues
• Intellectual curiosity, innovative mindset and results-oriented