Regional Control Tower Customer Account Lead

CEVA Logistics Singapore Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading global logistics company is seeking a candidate for a pivotal role in their Regional Control Tower team in Singapore. This position involves monitoring customer activities, managing claims, and supporting business reviews, ideal for an experienced individual in international logistics and customer support. The successful candidate will need a Bachelor's degree in a relevant field and a strong customer-centric mindset to thrive in this dynamic environment.

Qualifications

• At least 5 years experience in customer support on key accounts.
• Experience in international freight forwarding contract operations management.

Responsibilities

• Monitor customer’s activities and ensure visibility.
• Work on business review materials and present service performance.
• Manage customer claims and provide actionable solutions.
• Proactively source alternative solutions for any service issues.

Skills

Customer-centric mindset

Excellent knowledge of freight forwarding

Good command of Microsoft Office tools

Ability to work independently

Education

Bachelor’s degree in Business, Logistics & Supply Chain

Job description

CEVA Logistics, a world leader in third-party logistics, provides global supply chain solutions to connect people, products and providers all around the world. Headquartered in Marseille, France, CEVA Logistics offers a broad range of end-to-end, customized solutions in contract logistics and air, ocean, ground and finished vehicle transport in 170 countries worldwide thanks to its approximately 110,000 employees at approximately 1,500 facilities. With a pro forma 2023 revenue of US$20.2 billion, CEVA Logistics is part of the CMA CGM Group, a global player in sea, land, air and logistics solutions.

About the role

As part of the Regional Control Tower team, this role will lead an Industrial account, working with other stakeholders in the APAC region to ensure customer’s requests and requirements are met, troubleshoot operational difficulties and provide innovative solutions to improve future performance.

What you will be doing

1) Monitor customer’s activities

• Consistently monitor emails and respond in a timely and professional manner to Customers and CEVA network in order to provide full visibility to the customer

• Utilise track and trace system to monitor customer’s shipments

• Lead periodic conference calls to review new changes / implementation on processes of performance review, standard operating/transportation plans, dashboard reports.

• Proactively monitor and alert internal network point of contacts and the customer in the event of any service deviations from the standard transportation mapping.

• Collaborate with internal stakeholders to troubleshoot issues in a swift and timely manner

2) Business Review Support

• Work closely with Regional Account Managers in supporting business review materials on periodic basis (monthly & quarterly)

• Present analysis of contractual transportation service performance and identify common / recurrence service issues with analysis and a structured improvement plan

• Regular engagement with the customer to propose improvement process and action plans

3) Claims Management

• Provide consolidated views of the customer’s claims (complaints) and facilitate action plans on recurrent issues

• Ensure internal stakeholders communicate with customer on constructive solutions and corrective actions as per the customer’s requests and agreement

4) Back-up/Rush Solution

• Proactively source for alternative solutions and execute with mutual agreement with the customer.

• Identify, evaluate and adequately define any potential risks to mitigate any severe delays, deviations or financial loss to the customer

5) Alert Management

• Proactive communication to the customer of all potential and current impacts for their related shipment activities and sharing market update specific to events that occur in region

The successful candidate

Essential

• At least a Bachelor’s degree in Business, Logistics & Supply Chain or a related field of study

• At least 5 years experience in customer support on key accounts / international freight forwarding contract operations management

• Excellent knowledge of freight forwarding in air, sea, customs brokerage and processes

• Good command of Microsoft Office tools (Excel, Power Point)

• Customer-centric mindset

Desirable

• Knowledge in DG Cargo

• Positive attitude with service improvement mindset

• Meticulous and ability to organize & prioritize to follow through tasks till objective being achieve

• Ability to work independently in a fast paced environment

CEVA Logistics is a vast global business of 110,000 employees, representing every race, gender, marital status, sexual orientation, disability, age, religion or belief, nationality and ethnicity.

We recognize that people from different backgrounds and with different experiences and skills contribute new knowledge and perspectives that improve our service offerings and business practices and strengthen relationships with our diverse customers.We work to provide a positive environment in which every employee feels valued and respected and is supported in reaching their full potential. We walk the talk.