Roles & Responsibilities

Purpose of Position

To manage and coordinate according to company’s standard business implementation methodology for qualified accounts, and provide support to sales & operations.

To drive implementation programs of new business

To manage re-implementation (continuous improvement) of re-awarded or on-going business;

Urgent operational interventions as may be required to secure and retain ‘business at risk’ caused by repeated or on-going operational underperformance;

Constant review of the complex business within the Organization in particular in the event of business changes or new trends have been identified; identify and recommend opportunities for improvement and business optimization.

To take lead and support the promotion and deployment of company’s track & trace system

Responsible for customer and internal training of company’s track & trace system usage

Key Tasks

Business Implementation Management

• Develop implementation plan for awarded business based on contract requirements and involve all stakeholders (Identify, plan, prioritize and monitor implementations)
• Create flowcharts and contact lists that clearly show ownership and escalation paths.
• Identify and support the development of metrics/measurement tools according to the customer’s requirements and company’s capabilities
• Work closely with Regional and Global Implementation Team on designated projects.
• Liaise with Account Owners, KAM/IV, Sales, Supply Chain Management, Products, and Tender Management teams to confirm expectations and requirements, based on customer needs and contract details
• Ensure that business impacts (scope creep) of project are properly managed and communicated
• Coordinate implementation with relevant partner countries and ensure smooth and proper SOP handover (sign-off) to operational delivery prior business start
• Set-up and manage cross-functional project teams to handle implementation requirements
• Provide a handover and closing report at the end of each account implementation project detailing what worked well and what did not, including recommendations for future improvements in the overall process
• Support post-go live operations as required
• Provide profitability and productivity benefit estimates and tracking methodology further to business re-implementation or optimization
• Adhere to defined Panalpina customer implementation methodology

Customer Care and Business at Risk Management (systematic and repeated service failures)

• Review procedures of existing accounts as to identify & recommend opportunities for business improvement and optimization.
• Analyze and identify root cause problems; assign ownership for resolution to respective Countries where appropriate and ensure corrective actions completion as per defined time lines
• Initiate and manage required cross Country changes (up to and including re-implementation of business) to ensure sustainable performance improvement to expected levels
• Adhere to defined continues improvement methodology

System Commercial Superuser

• Thoroughly understand company’s track & trace system as a user
• Take lead and support the promotion and onboarding customer to the track & trace system
• Responsible for customer account creation
• Supporting group direction and attend monthly / quarterly global calls
• Responsible for customer and internal training on user level

Processes and Tools

• Identify and support the development of metrics and measurement tools according to customer requirements
• Assist corporate or regional supply chain team with establishing systems requirements and coordinate systems integration where required
• Assist in the analysis of operational processes and identification of improvement opportunities
• Initiate and coordinate training for operational units on customer-specific tools and processes

Additional to above tasks

• Any other job-related tasks as assigned by the superior.
• Adherence to the Code of Conduct policy of the DSV Group

Competencies

• Self-motivated and self-disciplined
• Organizational skills (prioritize, plan, assign and control)
• Ability to influence and negotiate
• Ability to drive innovation, manage change and deal with ambiguity, devising effective change management processes
• Ability to think creatively and "outside of the box" when needed
• Excellent communication skills (verbal, written, listening and presentation)
• Is result oriented and places great emphasis on customer focus
• proactive and capable of working independently
• Has an international mindset and exhibits great cross-cultural sensitivity

Experience & Education

• University degree, business administration, logistics management preferred
• Logistic industry experience (minimum 3 years)
• Working experience (minimum 5 years)
• Functional & operational know-how on global forwarding
• Basic knowledge in finance & good business practice
• Six sigma Black belt is desirable

Tell employers what skills you have

Excellent Communication Skills
Business Optimization
Black Belt
Change Management
Systems Integration
Customer Care
Risk Management
Logistics Management
Estimates
Interventions
Supply Chain Management
Customer Focus
Tender Management
Manage Change
Six Sigma