Purpose of the position

The primary purposes of this role are:

• Drive and manage the quality, performance and service delivery for assigned Key Account(s)
• Identify and support opportunities to grow business share with assigned Key Account(s)
• Driving continuous improvement and optimization to retain business
• Margin analyze, Ad-hoc pricing and tariff management
• Customer relationship management

Key Tasks

Sales Management

• Business retention and organic growth (volume and GP) for assigned Key Account(s)
• Maintain good relationship with customers and grow the business share with them
• Identify opportunities and drive development
• Active participation and support of Key Account(s) RFI & RFQ opportunities
• Support RFI & RFQ Post-Mortem analysis and follow-up discussion with Tender Management, Products and any other relevant internal stakeholders.
• Manage customer ad-hoc & tariff management
• Ensure timely, accurate invoicing to customer and DSO management
• Analyze and report of volume, revenue, gross profit and margin on monthly basis
• Maintain 100% CRM quality

Operational Management

• Drive continuous evaluation of operational performance and execution
• Drive continuous improvement and optimization initiatives
• Drive SOP roll-out and maintenance
• Ensure all SOPs/Contracts are adhered to and any fall-outs are addressed on priority
• Support and manage business implementation projects in conjunction with BIM
• Ensure service delivery, monitor KPI’s and take proactive initiative to prevent and correct KPI failures
• Drive customer reporting and data quality
• Monitor system data quality provided to Key Account(s)
• Drive operational escalation of service issues and service recovery
• Lead root cause analysis, corrective actions and monitor execution with involved parties
• Gather customer volume forecast and update capacity planning to relevant products
• Prepare, lead and conduct performance review meetings with customer
• Conduct regular review meetings with business units/product to detect existing and potential process errors, determines corrective measures and follows up to ensure processes have been improved and implemented
• Produce monthly operational dashboard, showing KPI & SOP compliance ratios, identifying root cause for service failure and drive corrective improvement plan including related responsibilities and timelines

General Management

• Maintain, develop and manage close working relationship with customer stakeholders. Responsible for regular checkup calls and business performance review with clients main stakeholders
• Work in close collaboration with Country Head of Industry Vertical, IV Sales Team
• Discuss and pro-actively share best practice within the Key Account organization
• Ensure full adherence to CRM process and guidelines
• To increase relationship stability by diversifying product offerings and developing multi-level contacts relationship within customs organization

Function / Market & Industry Knowledge / Business Acumen / Process working

[Functional Knowledge ]

• Good knowledge of Panalpina's strategy and products
• Excellent commercial and operational knowledge of the air freight and ocean freight industry
• Extensive knowledge of Supply Chain Management and logistics
• Good knowledge of regulatory and government aspects affecting Panalpina and industries
• Extensive knowledge of market, opportunities and trends (customers, competitors, suppliers, overall environment and major trade lanes)
• Ability to review, analyze and understand contracts – translate requirements into operational instructions (SOP)
• Good financial skills
• Problem solving skills and customer service skills
• Strong skills to analyze big amount of data and define conclusions / strategy
• Proven and sustained track record to deliver results and work in a matrix organization and collaborate with different parties across functions and regions

[Competencies – Leadership ]

• Good ability to plan strategically and translate strategy into operational roadmaps, deploying resources efficiently while pushing for results

• Good ability to take complex decisions and be accountable, demonstrating managerial courage and taking responsibility while managing risk

• Extensive skills to integrate and coordinate resources across functions and borders, building and using networks, encouraging collaboration across borders, being open to outside input and sharing knowledge and expertise Knowledge of risk management with the ability to identify preventive activities

• Problem solving skills and customer service skills

[Competencies – Business]

• Professional time management to organize, prioritizing, planning, assign and monitor tasks

• Profound ability to focus on customer service as a core value, increasing operational efficiencies, setting and monitoring high standards of quality while taking necessary steps to retain and improve customer relationships and satisfaction

• Good ability to drive innovation, manage change and deal with ambiguity, devising effective change management processes

• Consistent ability to meet and adhere to deadlines

[Competencies – Personal]

• Excellent communication, negotiation and presentation skills
• Good ability to work under pressure and deal with tight deadlines with high energy and resilience
• Proven networking skills
• Respect confidentiality, demonstrates honesty, integrity, upholds and promotes ethics and values
• High result oriented and places great emphasis on customer
• Good international experience and mindset
• Willing to travel as required

Educational background / Work experience

• Bachelor's degree in Business Administration/Economics/Marketing/Logistics
• 5 years of work experience preferred in an international environment (minimum)
• 3 years of overall industry experience (minimum)
• 2 years of experience in Account Management (minimum)
• 3 years of Sales experience (minimum)

Language Skills

• Fluent spoken and written local language is preferred
• Fluent spoken and written English is mandatory
• Knowledge of other languages is an advantage

Computer Literacy

• Solid knowledge of Microsoft Office Software (Excel, PowerPoint, Outlook and Word)
• Professional PowerPoint creation and presentation skills
• Profound knowledge of Customer Relationship Management tools (CRM)
• Good knowledge of SAP or other ERP systems is an advantage especially as it relates to reporting and analysis
• Understanding of forwarding and Supply Chain Management IT systems functionalities

上班地址：上海市浦东新区陆家嘴环路1233号汇亚大厦6楼