Operational Key Account Manager (OKAM)

Summary:

The role of the OKAM is to manage: customer satisfaction through the SOP, pro-active actions and analysis, develop customer business, propose improvement and new solutions, deal with crisis and The OKAM role is placed in the middle office serve the front office to ensure the customer satisfaction and the respect of BLX contract commitment. It helps the front and back office to optimize operations and competitiveness, develop business and strengthen financial performance.

OKAM Mission:

1. Capture and provide End to End real time enhanced visibility as predictive decision making that is aligned to customers’ strategic objectives and optimization

2. Continuous improvement and value adding services to provide greater customer satisfaction

3. Position to become our customers’ partner of choice

4. Help with quotes when needed

5. Assist operations when they are having issues

Responsibilities

Monitor customer’s activities

· Consistently monitor emails and responds in a timely and professional manner to Customers and Bollore network in order to provide full visibility to Customers

· Responsible and familiarized with track & trace systems (LINK)

· Continuous update through communications on current status from Bollore network, international carriers and sub-contractors, troubleshooting any irregularities and well prepared to construct information flows smoothly and timely to Customers

· Proactively alert Bollore network and Customers in the event of any service deviation from standard transport mapping

· Ensure that contractual rates and agreed plans are closely followed and aligned at all times with Customers’ expectations

· Work closely with COS / OPS Manager / Sales Manager in preparing business reviews materials on periodic basis (monthly & quarterly)

· Lead periodic conference calls with Customers Control Tower, 4PL or Key Contacts in reviewing the Dashboard Reports and time critical shipments

Transformation and Improvement

· Active Participation in Business Reviews together with OPS Manager and Sales Manager to present our contractual performance and identify common service issues

· With support of peers, able to relate to customer in transposing recurrence service issues (through the monthly performance analysis) into any improvement level that could value add to next KPI performance

Risk and Business Continuity

· Able to work on alternative solutions in the event of any deviations that may be at geographical level (e.g. shipping lines routing adjustments like blank sailings to several ports may create some or additional opportunities for switching to airfreight mode and to be well informed about any capacity surge)

· Identify, evaluate and adequately define any potential risk of circumstances to mitigate any severe delays, deviations or financial loss to Customers by proactively informing them

· Adapt quick and flexible ideas to transfer the risk management into alternative solutions to ensure any service disruption could be recovered smoothly

· Prepare to outline back up planning (BCP) with Bollore network to assure Customers of their activities at minimal disruption or adjustment

· Support in preparing back-up solution pricing at cost (for internal record) and selling (with reasonable bracket of margin for customer) in any state of force majeure or highly risked shipments that could be aligned to all customers in similar situation

Technical

Requirements

Knowledge

· International Freight Forwarding (knowledge in Supply Chain and/or Logistics will be a plus)

Education/Academic/Professional Certifications

· Minimum of 3 to 5 yrs experience in the flow management / control tower / IFF contract operations management / key accounts

· Very good knowledge of freight forwarding operations and processes

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

Skills and Capabilities

· Analytical, objective, optimistic, self-motivated to resist constant stress or negative atmosphere

· Must have logical, approachable interpersonal skills, listening to feedback is utmost important

Benefits

Bollore has to offer:

• Competitive compensation
• Generous benefits package, including health insurance (medical, dental and vision)
• 401(k) matching
• Life insurance & disability
• Discretionary bonus
• Paid time off / Holidays
• Career advancement.

We are a part of the CMA CGM Group, alongside CEVA Logistics. Together, we form a Top 5 global logistics player.

The Group’s logistics activities are carried out by 86,000 permanent employees.

Our strengths brought together represent nearly one million tons of air freight, approximately two million TEUs of ocean freight, and more than 11 million square meters at more than 1,000 warehouses globally.

We combined 2023 revenues stand at $20.2 million.