Air Freight Customer Program Manager

Location: Singapore, North East, Singapore

Category: Customer Services

 IN THIS ROLE YOU WILL:

• Manage top customers at country level with complex requirements
• Need to collaborate with EU /US to ensure business requirements are met. Scope of work includes AP customers
• Be the primary contact with customers for all operational escalations and improvements needed to ensure service quality/ performance levels
• Lead weekly/ monthly/ quarterly business review meetings/ operational meetings with customers
• Manage any operational/ IT project rollout/ initiatives with customers
• Lead continuous improvements through First Choice tools, i.e. Gemba, CIPs to increase value add to customers.
• Conduct performance analysis and work with stakeholders to ensure customer agreements are fulfilled
• Coach relevant stations to ensure that the customer OP is followed and specifications are met
• Maintain communication with internal/external/third parties to meet customer expectations
• Provide proactive problem resolution and corrective actions to ensure excellence in service
• Handle escalations or escalates further if required, drives service recovery
• Develop sustainable relationships with customers.
• Coordinate and monitor customer OP-related processes
• Act as a gatekeeper to review new customer reports requirements and set up work instructions.
• Manage any other tasks as assigned

YOU HAVE THE FOLLOWING QUALITIES AND QUALIFICATIONS:

• Degree with at least 5-7 years of related work experience
• Knowledge of freight industry preferred
• Excellent communication skills (verbal and written)
• Able to multitask and manage multiple stakeholders