Key Account Coordinator// Project Cargo Boston

New
  • Location
    Chelsea, Massachusetts
  • Job type
    Direct Hire
  • Category
    Information Technology - Project Manager

The Customer Service Process includes the Key Account Coordinator, which are a critical component of the compnay's strategy for achieving a High Quality Customer service focus. The Customer service coordinator’s primary responsibility will be to bridge the gap between the customer and company operations.

The role of the position is be the single point of contact for assigned accounts on customer service and project management. The position needs to collaborate globally and cross-functionally to ensure that customer requirements (Key Performance Indicators / Client & Strategic Objectives) and Internal company Performance Metrics (P&L, Operational Efficiency, Timely Billing, and Continuous Improvement) are being met by operations in the defined areas of responsibility. The role will also be leading all the project cargo price inquiry, implementation and execution. The position could be responsible for multiple accounts where possible/necessary, or responsible for addition projects / data compilation duties.

The position will report to the Manager, Key Account Coordination and with a functional/dotted line to the Sales owner.
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DUTIES AND RESPONSIBILITIES:


Rate inquiry coordination and quotation set up
Coordinate project cargo rate inquiry between customer and company stations
Prepare quotation customer after collected feedback from company stations
Follow up with customer on bid result and file quotation if winning the business




Implement
Understand the customer’s business and the SOP;
Support roll-out of the SOP and any applicable systems and tools

Operate
Data Management


Ensure the operation team executes per customer’s SOP (Standard Operation Process).

i. Monitor and Evaluate Operation Data Quality (SOP Validation, Tracking accuracy and timeliness, Performance Metrics, EDI performance and problem resolution), Ensuring that operations enter accurate and timely data into our operation system.
ii. Escalate where Data Quality does not match expectations and work with stakeholders to enable corrective actions.
iii. Generate reports per customer or internal requirement
iv. Support Account Manager in preparing data for business review

Service Excellence

i. Monitor shipment transit time and work with internal team to ensure KPI is met; proactively communicate delay information to customers.
ii. Escalate where performance does not match expectations and work with stakeholders to enable corrective actions.
iii. Follow up and manage all customers’ day to day inquiry in a timely manner.
iv. Resolve any issues between operation departments and external customers.
v. Understand operation process flow, constantly looking for areas of improved efficiency.
vi. Identify structural underperformance and escalate to account manager and station management at timely manner
vii. Manage claims and ensure they are paid on time

Manage Relationship

i. Single point of contact to customer regarding customer service
ii. Contribute to build strong relationships with customers.


SKILLS REQUIRED:

General Management - Willingness to take personal responsibility for actions and the delivery of results.
Technical – Understanding of companys internal systems and databases globally. Proficient in the use of the Microsoft Office suite (including Excel pivot tables and formulas). Ability to learn new systems and tools quickly. Excellent analytical skills, problem identification, as well as, implementation & validation of corrective & preventative actions.
Communication – Excellent verbal and written communication skills, strong interpersonal skills, ability to coordinate and motivate self and others. Willing to ask questions to gain a better understanding of requirements and develop continuous improvement ideas.
Business Understanding - Understanding of the company’s business strategy, vision and operations as well as regional working relationships. Ability to gain knowledge and understanding of Client specific strategic objectives.


Quality - Ability to improve operations and optimize the use of company resources. Strong problem solving and decision making skills. Ability to follow proper communication channels to initiate action for change/updates. Ability to effectively manage own time, multi-task, and prioritize for optimal output. Continually seeking process improvement and innovation, as well as, demonstrates initiative.
Project Management – Excellent in time and task management; comfortable to interact with and drive all involved parties to meet project deadlines

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Reference number US_EN_2_028296_137167