Regional Operational Key Account Manager

Key Operational Tasks:

• Support and work closely with the R-KAM and the Global Integration Solutions Team (GIN) during the implementation of Key Account Customer and proactively coordinate with the cross-functional stakeholders to set-up the account smoothly. 
• Ensure the transparency on shipment level by considering operational key figures and successful transfer of EDIs.
• Ensure there’s the right degree of visibility provided to the customer, including monitoring the status code quality and ensure that status codes are set in TMS by Rhenus Handling Branches.
• Manage the business rules agreed with the customer based on the input received from the key account manager.
• Register and monitor operational standard KPIs, customer specific KPIs and Commitment vs Award performance (including booking forecast). 
• Monitor and maintain the data (company name and address details) of the customer and customer’s partners (shippers/consignees/warehouses), including maintaining the contact and escalation matrix from the Key Account
• Align with Key Stakeholders on determining the reports requested by the customers including Analytical Data Mgmt. (P&L, Product Space Mgmt., Customer KPI Parameter / Milestone)
• Prepare the key operational data required, and main improvement areas, root cause analysis or any other relevant information for MBR, QBR, Business Review Reports together with the key account manager.
• Investigate the current operational processes, inform the KAM, OET, and GIN about required improvement measures, and then propose process initiatives to drive operational smoothness and cost saving. 
• Act as an escalation point towards the customer for non-commercial issues and pro-actively communicate exceptions.
• Assist and monitor that the Claim from the customer is properly handled and resolved.
• Provide transparency on backlog orders and analyse the root-causes. 
• Monitor and ensure that the validation of Transport orders and creation of shipments are done by Rhenus Operational Teams according to business rules.
• Responsible to generate customer forecasts and ensuring such accuracy; oversee the coordination of such forecasts with the operations teams. 
• Ensure that the Rhenus Operational Teams secure and arrange the bookings with the ocean carriers, air carriers, LSPs, haulage companies, customs brokerages, etc. 
• Serve as escalation point to the Rhenus Countries for AR Payment delays by the Key Account Customers’ or their suppliers.
• Proactively coordinate and align with Product & Key Account Manager on potential new opportunities to grow share of wallet on those interesting focus trade lanes or services for us.

 
Overall Operational Efficiencies

• Single point of contact (SPoC) for the account in the region in providing end-to-end booking, visibility, and solution in adherence to Account SOP.
• After identifying and resolving issues, document action taken via the CAPA (Corrective Action, Preventive Action) methodology. Share best practices to other countries moving cargo for the same customer and other OKAMs so these practices can also be shared with other key customers if applicable.
• Establish the operational processes for the key accounts under consideration of operational standards if the customer onboarding is done by Commercial team.
• Support in SOP/IOP/WI maintenance and execution and ensure all parties are aligned and complaints are handled in a timely manner.
• Conduct regular SOP/IOP/WI training and refreshers with Rhenus branches involved.
• Support GIN team in developing the standardized BI Dashboards and Reports for customers and internal activities including identification of KPIs, reporting context, performance overview, etc.
• Data analysis - Proactively coordinate with relevant parties (Handling Branches, OET, GIN, BI, Commercial, etc.) for the discovery of discrepancies between branches on data entry affecting our visibility.
• Proactively coordinate with different stakeholders to ensure smooth day-to-day transactions.
• Proactively resolve bottlenecks, irregularities, process gaps by instilling and implementing valuable and short-term and long-term solutions 
• Collaborate with Key Account Managers, and other regional/global stakeholders in driving service improvement to assure desired performance and service level.

Innovations:

• Support in proposing high impacting process improvements and/or cost saving initiatives based on the day-to-day operations and available data and tools.
• Support GIN in new business onboarding such as system (EDI) integration, etc.

• BA/BS degree in a Business/Logistics/Engineering or equivalent
• 5 + years relevant experience with a proven track record in Supply Chain, Freight Forwarding, Program Management or Control Tower with wide variety of complex operational and commercial challenges.
• Strong background and understanding of Operational Process & Supply Chain Management 
• Proactive and capable of handle responsibility without needing to be micromanaged.
• Able to communicate well in English and minimum one key language spoken within the region (German, Chinese, etc. Both spoken and written)
• Being a team member supporting the global/regional teams proactively
• Demonstrates good research, analytical skills, and advanced reporting skills (Microsoft Office Application (e.g. advanced Excel), preferably also BI tools)
• Advanced knowledge and hands-on experience with TMS systems, PO management systems, etc.
• Excellent in problem solving skill and conflict management
• Strong interpersonal skills for effective relationship management with internal & external business partners / customers
• High keenness and quickness in understanding and dealing with a business situation (risks and opportunities)