Manage Relationship with Customer and Internal network
• Manage day- to- day operational relationship with the customer by providing to clients and network any relevant information (positive / negative) regarding the operations
• Be the first point of contact for the other COSs regarding any traffic related to their organization
• Secure implementation of new and/or complex traffics, with FO and MO teams, through SOPs and Traffic Analysis
• Inform the Customer Sales Support (CSS) in case of any issue related to:
Customer Relationship: Contracts, shipment status, service, service level, etc.
Monitor Execution
Customer profile: SOP – Traffic analysis, etc.
• Monitor the complete (End- to- End) execution of the Transport Orders, and troubleshoot if/when needed
• Monitor Data quality, and participate actively to its improvement with the other MO roles
Execute Transport Orders in the TMS according to SOPs
• Secure up- to- date creation of information in the TMS: Tasks, milestones, events, deviations and any other relevant information, to guarantee the correct execution of shipment, and data quality according to customer SOP and internal standards
• Organize pre and post- carriage
• Optimize possible consolidations/deconsolidation when/if possible
• Control detention and demurrage risks
• Check all required documents and secure compliance: Commercial invoice, packing list, AWB/OBL…, cargo compliance (e.g. nature, geography, party)
• Perform the transport plan according to CES’s instructions, or through alternative solutions, should the instructions not be applicable
• Produce documentation according to customer profile and country specifics
Network Interactions
• Possibly coordinate with BPO, SSC and HUB to complete execution
• Coordinate with Customer Expert Solution (CES) in case of amendment of solution if needed
• Coordinate with Customer Operation Support (COS) in case of operational issues on productivity
Third Parties interactions
• Coordinate with Carrier/airline in case of operational issues or change schedule.
• Access on airline/carrier’s / airport/ port …website for tracking and tracing status of consignment.
• Produce NOA, eDO, Request execution to road dept… dispatch to Customer/ hand over to other dept.
• Access on airport / seaport / CFS’s system for creating eDO.
• Access on VNSW for manifest declaration.
Manage Invoicing
• Perform auto rating:
If error is identified, amend rate and escalate issue to auto rating accountable
Control correct rate application
• Produce, collect, store necessary documents to support the invoice
• Assist Accounting teams in case of invoicing discrepancies
• Post and send customer invoice according to customer SOP and internal standards
