Offer : Tasks :
At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference.
With more than 72,000 colleagues worldwide, we welcome diversity and thrive on individual back-grounds, perspectives and skills.
Together as one team, we are Here to move.
Position Description Summary : The Client Service Lead, Ocean (CSL) is the external face for Schenker with our Ocean Customers.
The CSL interfaces directly with the customer (and / or internal client services team) and serves as the point of contact for all operational and administrative activities associated with the customers assigned to them.
The objective of the role is to optimize our business opportunities and the customer experience. The CSL understands the unique and critical aspects of our customers' business, including all ocean shipments (current / past / pending), the statistical and financial status of the Customer, and proactively works to identify and resolve operational issues and risks in real time.
The CSL acts as the conduit between Sales and Operations by taking a lead in on-boarding the customer and ensuring that all internal and external SOP's are in place, understood by all parties, and updated as required.
Finally, the CSL is a solutions provider for Customers and identifies and acts on opportunities to increase revenue by offering additional services, or forwarding potential sales leads to the appropriate Sales resource.
Principal Accountabilities :
Act as the first point of 'operational' contact for assigned customers. This is a customer facing role; frequent and positive interactions with the customer are required
Act as the first point of 'operational' contact for assigned customers for internal Schenker departments, including operations (traffic and booking), origin services, sales, finance (credit exposure), pricing and senior management
Understands the customers' business requirements and current arrangements with Schenker, including products shipped, services provided (eg visibility), trade lanes, destination services, pricing, transit times and price / value sensitivities
Proactively identify potential issues and work to resolve as quickly as possible; proactively informs and provides updates to customers in the event of issues
Pro-actively ensures all services are being delivered according to established Key Performance Indicators (KPIs)
Analyze performance problems in order to resolve systemic issues; monitor changes to ensure desired results; communicate issues / resolution / and subsequent changes to the customers and Management
Depending on the account size, the CSL will be fully responsible for on-boarding new accounts including setting up and effectively communicating (internal and external) new and revised SOP's to the Operations and Booking groups
Work with other account stakeholders regularly and as needed
Identify the need and re-On-board existing accounts, as required; work with other account stakeholders as needed
Proactively identify opportunities to provide value to the customer by understanding their unique needs and solution-selling or up-
selling additional services to suit their needs and assist them with their business requirements
Attend customer Monthly and / or Quarterly Business Reviews (QBR) as required and appropriate; conduct business analysis on behalf of the customer in order to ensure that we are on-
top of any percolating issues or pending needs
Proactively updates customers in the event of operational issues that may affect their business
Act as audit control for Billing as required - ensuring that Billing is constructed in accordance with customer's unique requirements, and that Billing is up to date and correctly assigned etc
Manage customers' daily manual reports and general reporting requirements
Critical skills / experience :
Demonstrated excellence in a Customer Service position, acting in an independent function to solve specific challenges and address customer needs
Bachelor's degree or equivalent strongly preferred
Excellent interpersonal and communication (both written and verbal) skills
Discretion, flexibility and adaptable to a changing environment and shifting priorities
Advanced problem solving and critical thinking skills (proactive and reactive)
Self-starter and self-motivated
Ability to analyze pros and cons, and make recommendations
Ability to multi-task in fast paced environment
Strong analytical abilities and experience
Ability to respond to customers effectively and professionally
Awareness of customer and company expectations on all customer service and performance issues
Ability to think outside of the box and offer effective solutions
Knowledge of MS-Office applications (Word, PowerPoint, Excel, Visio)
Preferred skills / experience (either first hand or easily trained) :
2-3 years of industry experience preferred
Knowledge of Freight Forwarding / Supply Chain Logistics, Incoterms and Ocean Freight Operations
Knowledge of international ports and geography
Knowledge of North American ports, Far East ports and geography
Understanding of geographic and shipping practices (origin & destination)
Understanding of carriers' pricing structure, service and routing
Understanding of the customer's current shipment, statistical and financial status (Credit)
Understanding of overall department operations and workload assignments
Fluency in the customer's business
Understands impact of decisions on corporate operations, fiscal health and optimizing revenue