DescriptionNow part of the logistics division of the CMA CGM Group, PRISM is an independent next generation 4PL company designed to meet the specific needs of customers in transforming their supply chain. PRISM has integrated offer of services and advice based on its robust expertise in Transport, Customs and digital solutions which can be customized and interfaced through its own 4PL management system or through reversible solutions available in the market. Globally, PRISM works with operational hubs in America, Europe, Asia and across its network centres of expertise in France and Switzerland. PRISM offers coverage across 3 time zones for 24/7 availability and greater customer proximity.
A central theme of its operational excellence approach, PRISM objectively selects the best supplies in the market, contributes to the freight purchasing strategy and provides end-to-end flow management, while seeking to optimize time to market and reduce the carbon footprint of transport operations.
Lead a team of Customer Services agents (Front-Offices, Back-Offices, Billing Auditors…)
Ensure the targets (performance, quality, cost) are reached by the team.
Lead the team by bringing team spirit, encouraging continuous improvement initiatives.
Coach the team by sharing his/her experience and bringing trust and self-confidence.
Organize the daily team attendance and involvement (hybrid management, back-ups…).
Alert his/her direct Manager in case of dysfunction internal to the team.
Escalate any related topics to the upper level of hierarchy, as per the agreed escalation matrix.
Supervise and Monitor the Operational Workflow to Ensure Full Supply Chain Visibility to the Customer
Receive and control customer bookings according to the processes in place.
Contribute to continuous improvements and savings for the customer (optimization, consolidations…).
Ensure the data quality and assign customer booking to a selection of 3PLs.
Monitor shipments on a regular basis (3PL shipment confirmation, milestones completion, etc.).
Drive corrective actions when required (missing event, missing document, etc.).
Monitor delays and delivery events using the dedicated IT solutions (TMS, collaborative platform, BI…).
Alert the customer team pro-actively in case of deviation and propose alternative solutions.
Communicate with internal (regional and overseas) and external organizations.
Ensure that all communications generated in the related IT solution (chat, tasks, etc.) are handled in a timely manner.
Create reports and analysis to give a consolidated vision of the flows for a single customer.
Track and provide corrective actions for customer complaints.
Deliver Customer Satisfaction
Manage and support order management to ensure the best possible service level.
Meet deadlines and ensure completion of customer service tasks within the expected time frames.
Ensure a consistent and pro-active communication flow with the customer.
Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution.
Prioritize, resolve and/or escalate issues to secure the customer's interest.
Represent PRISM internally and externally.
Use tools and communication to react to customer requests.
Act as the single point of contact for the customer.
Report saving initiatives to the dedicated department.
Provide expertise in transportation management.
Utilize technologies to be more efficient and work with the Customer Business Solution (I.T representative).
Contribute to Improve Partner and Vendor Performance
Monitor the 3PLs service quality and give feedback to the Hub manager.
Monitor the good deployment and efficiency of new operational practices with the 3PLs.
Contribute to formalize the SOP.
Provide 1st level of support to the 3PL (operational inquiries, data matters, etc.).
Set up and monitor corrective action plans in agreement with the Hub manager.
Others
Other tasks as assigned by the Manager.
Minimum Requirements:
Proven track record in a similar role, ideally in a 4PL environment.
Minimum of 3 years of transport management / freight forwarding experience (Air operations).
Transport Operations Management (Airfreight).
Excellent verbal and written English.
Experience in AOG (Aircraft on Ground).#J-18808-Ljbffr