Regional Operational KAM, Global Accounts A&O

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.
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Ensure the transparency on shipment level by considering operational key figures and successful transfer of EDIs.
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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.
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Manage the business rules agreed with the customer based on the input received from the key account manager.
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Register and monitor operational standard KPIs, customer specific KPIs and Commitment vs Award performance (including booking forecast).
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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
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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)

Single point of contact (SPoC) for the account in the region in providing, visibility, and solution in adherence to Account SOP.
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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.
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Establish the operational processes for the key accounts under consideration of operational standards if the customer onboarding is done by Commercial team.
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Support in SOP/IOP/WI maintenance and execution and ensure all parties are aligned and complaints are handled in a timely manner.
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Conduct regular SOP/IOP/WI training and refreshers with Rhenus branches involved.
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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.
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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.
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Proactively resolve bottlenecks, irregularities, process gaps by instilling and implementing valuable and short-term and long-term solutions
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Collaborate with Key Account Managers, and other regional/global stakeholders in driving service improvement to assure desired performance and service level.