The?Customer?Operations?Excellence?team?is?responsible?for?ensuring?that?Century’s?operational?performance?meets?and?exceeds?our?commercial?agreements?with?our?customers.?This?team?is?a?critical?component?of?our?customer?strategy?in?Asia.
Representing?our?operations?across?all?origins,?this?team?interfaces?with?both?internal?and?external?stakeholders?to:?evaluate?viability?of?proposed?service-level?agreements,?ensure?operational?execution?according?to?commitments,?and?identify?gaps?or?necessary?corrective?actions?as?needed.?As?a?member?of?this?team,?the?Customer?Operations?Manager?will?regularly?interface?with?both?our?customer?contacts?as?well?as?internal?stakeholders?to?ensure?that?customer-specific?operational?targets?are?well?understood?and?met?across?all?origins?for?their?assigned?account(s).
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Main?job?responsibilities?include:
Act?as?single?point?of?contact?for?customer-specific?operational?queries?across?all?Asia?origins?from?external?and?internal?parties.
Fully?understand?customer-specific?SOPs?and?all?requirements,?as?well?as?customer-related?functions?in?operational?system,?to?provide?guidance?for?execution/escalation?across?all?origins.?Occasionally?work?with?IT?team?to?help?ensure?system?set-ups?are?aligned?with?SOP?and?customer?requirements.
Leverage?a?set?of?pre-defined?tools,?or?create?new?tools?to?track?and?monitor?operational?performance?and?identify?gaps?in?service?or?leading?indicators?that?could?impact?service.
Handle?exceptional?cases?on?operations?to?help?investigate?root?causes.?Work?with?origins?on?CAPs,?as?well?as?ensure?appropriate?and?timely?communication?with?customers?on?resolutions.
Conduct?operational?data?analysis?and?verification?when?needed,?to?ensure?date?accuracy?and?integrity?for?the?reports?shared?with?customers?and?internal?teams?for?visibility?/?actions.
Proactively?identify?operational?process?improvements?that?could?be?mutually?beneficial?to?CDS?and?our?customers.
Support?commercial?discussions?by?evaluating?viability?of?proposed?SLAs.
Support?Manager?–?Customer?Operations?Excellence?in?the?ongoing?design?and?evaluation?of?tools?to?facilitate?efficient?customer?operations?management.
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Requirements:
University?graduate?with?Bachelor?Degree?or?above
5+?years?of?working?experience?in?supply?chain,?logistics,?or?operations,?solid?knowledge?in?freight?forwarding?and?buyer?consolidations?business?is?preferred
Experience?on?sizable?key?accounts?or?exposure?to?programs?/?projects?is?highly?preferred
Ability?to?embrace?and?adapt?to?changes?with?a?positive?and?proactive?attitude,?willing?to?learn?and?take?challenges;?Process-driven?individual?with?proven?ability?in?operational?execution?and?management
Excellent?interpersonal?and?globally?adaptable?communication?skills
Excellent?language?skills,?proficient?in?both?written?and?spoken?English
Excellent?systems?skills?including?Microsoft?Office,?SQL?knowledge?an?asset
Occasional?travel?within?Asia?or?to?the?US?as?needed