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 profile: SOP – Traffic analysis, etc
Customer Relationship: Contracts, shipment status, service, service level, etc
Monitor Execution
Monitor Data quality, and participate actively to its improvement with the other MO roles
Monitor the complete (End- to- End) execution of the Transport Orders, and troubleshoot if/when needed
Execute Transport Orders in the TMS according to SOPs
Control detention and demurrage risks
Organize pre and post- carriage
Check all required documents and secure compliance: Commercial invoice, packing list, AWB/OBL…, cargo compliance (e.g. nature, geography, party)
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
Perform the transport plan according to CES’s instructions, or through alternative solutions, should the instructions not be applicable
Optimize possible consolidations/deconsolidation when/if possible
Produce documentation according to customer profile and country specifics
Network Interactions
Coordinate with Customer Operation Support (COS) in case of operational issues on productivity
Coordinate with Customer Expert Solution (CES) in case of amendment of solution if needed
Possibly coordinate with BPO, SSC and HUB to complete execution
Third Parties interactions
Access on airline/carrier’s / airport/ port …website for tracking and tracing status of consignment.
Coordinate with Carrier/airline in case of operational issues or change schedule.
Access on airport / seaport / CFS’s system for creating eDO
Produce NOA, eDO, Request execution to road dept… dispatch to Customer/ hand over to other dept.
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
Assist Accounting teams in case of invoicing discrepancies
Post and send customer invoice according to customer SOP and internal standards
Produce, collect, store necessary documents to support the invoice
