YOUR ROLE
Ensures customer requirements are met and takes corrective actions in case of deviations from customer requirements. Quality & Compliance adherence- Ensures documents are completed and updated in a timely and efficient manner and according to regulations and internal procedures. Interacts with Customer Service, Product, and Global Business Services, where applicable
Primary responsibilities include the daily delivery of superior operational administration, proactive service recovery and constant communication excellence all contributing to the overall customer satisfaction when engaging with CEVA. The individual will be tasked with executing all process and procedural requirements captured within the AIR EXPORT operational scope including the input & enrichment of shipment data (into the designated core operating systems & solutions) as well as the co- ordination and distribution of all shipment related information, status updates and required documents. This role is primarily responsible for the management & maintenance of the freight booking, booking optimization according to internal guidelines (as defined by Product) as well as the customer collection/pickup/final mile delivery arrangement and onward forwarding requirements, in conjunction with all service partners and internal colleagues / departments.
WHAT ARE YOU GOING TO DO?
Accepts and monitors the Bookings / Registrations as part of the station & GBS process
Prepares, controls and distributes all required Export documents to counterparts (carrier, consignee, supplier, etc.) complying with regulations and internal procedures
Acts as key contact for customer service teams / manages adhoc & on demand engagement
Checks responses from counterparts and finalizes validation of required documents
In addition to this you are required to carry out any other duties as reasonably required by your manager
Active participation in the operational process contributing positively to Countries SLA’s and Global/Country operational KPI’s
Acts as internal customer facing front end to all operational processes (front office tasks & actions)
Interacts with Customer Service, Product, and Global Business Services, if required.
Primary focus is on internal customer service (engagement, interaction and relationship management of CEVA AIR departments & business partners)
Performs booking and booking optimization according to internal guidelines as defined by Product
Creates and confirms transport order to ensure pickup of the shipment at origin
Supports Customer Service in the incident and exception management resolution
Follows- up shipment status in the Export area, identifies incidents and ensures resolution of incidents
Is responsible for identifying performance issues of suppliers and proposes solutions to improve/correct performance
Performs IT systems related tasks to provide up to date information on shipment
Maintains excellent relationships with suppliers / carriers etc
